PTA Power Platform - Hyderabad / Secunderabad, Telangana - confidential

    confidential
    confidential Hyderabad / Secunderabad, Telangana

    5 days ago

    Full time
    Description

    Responsibilities:

    • Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
    • Partner with the SDM and CSS Training teams (CSS L&D and WWL) to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
    • Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced 'time to' measures)
    • Readiness Content (identify need for and create content; contribute to readiness efforts where you are the SME)
    • Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
    • Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working w/SPM.
    • Release Management and Deployment for DP (ensure it happens, don't own directly)
    • Focus on the quality of engagement, working with the DP Quality team
    • As a technical/program SME, collaborate with all stakeholders to identify and recommend technical/program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
    • Participate in Technical & SME Interviews for New PTA Hires
    • Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

    Success Measures:

    • Customer Satisfaction meeting and exceeding all targets as set in SoW for DPs
    • Tech & SME Skill Gap Reductions
    • DP Process & Delivery Standards Compliance
    • Team Evolution / Overall Readiness
    • Handle 95% of escalations to PTA team without intervention from Internal teams except for Bugs and product defects
    • Manage ICM/Bug Creation to SLAs

    Qualifications:

    • Minimum 5 years hands-on experience in Power Platform systems.
    • Experience in SaaS product support or web frontend development and QA; Familiarity with programming languages such as C# and Python; Knowledge of database technologies such as SQL Server/Oracle.
    • Excellent Communication Skills: verbal, listening and written.
    •  Experience in customer facing service role in any capacity.
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