Sr Digital Ops Support professional (Chennai)

Job Summary Role Definition: Provides support and problem resolution for specific products. Responsibilities - Assists clients with implementing new products, current releases and software upgrades. - Responds to inquiries and requests from clients. - Trains customers in product operation and maintenance. - Participates in analysis of client identified issues or problems which may require changes to software, procedures, or documentation. - Diagnoses, troubleshoots and resolves common technical problems. Escalates as per procedures. - Facilitates the distribution of releases reports and correction packages to departments or clients. Skills - Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. Level Extensive Experience - Reviews others writing or presentations and provides feedback and coaching. - Adapts documents and presentations for the intended audience. - Demonstrates both empathy and assertiveness when communicating a need or defending a position. - Communicates well downward, upward, and outward. - Employs appropriate methods of persuasion when soliciting agreement. - Maintains focus on the topic at hand. - Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Level Working Knowledge - Identifies and documents specific problems and resolution alternatives. - Examines a specific problem and understands the perspective of each involved stakeholder. - Develops alternative techniques for assessing accuracy and relevance of information. - Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution. - Uses fact-finding techniques and diagnostic tools to identify problems. - Customer Support Policies, Standards and Procedures: Knowledge of the organizations customer support policies, standards and procedures; ability to guide customers on all company interactions. Level Extensive Experience - Collaborates with other functions on establishing and documenting joint standards. - Develops quality assurance and monitoring mechanisms. - Advises on the development of customer support policies and practices. - Implements cross-functional standards and procedures. - Evaluates the impact of standards and policies across functional specialties. - Analyzes existing and evolving procedures for their efficiency and effectiveness. - Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products. Level Extensive Experience - Supports and participates in major installations and customizations. - Has knowledge of all technical and infrastructure components of the software product. - Maintains and disseminates information on customer platforms and experiences. - Collects, documents and maintains product configuration requirements and instances. - Provides recommendations and documentation to field support on technical and platform issues. - Elaborates on alternative product configurations, platforms, and implementation options. - Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools. Level Extensive Experience - Participates in the development and testing of back-out procedures and recovery strategies. - Oversees all aspects of release management for the entire installed customer base. - Develops and disseminates communications about new release training. - Drafts communications about product release delays. - Develops distribution dates based on development, testing (QA), validation, packaging activities. - Conducts impact analysis for major releases or critical applications; assesses benefits and risks. - Software Reliability Management: Knowledge of software reliability management; ability to develop and use principles, methodologies and metrics that increase software product performance and reliability. Level Working Knowledge - Explains the process and considerations for defining product reliability requirements. - Describes tools for gathering reliability information on installed products. - Identifies reliability activities and tasks for the product development and maintenance plans. - Monitors and analyzes system failures and corrective actions. - Works with reliability testing methods and tools. - Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication. Level .