Job Description and Roles & Responsibilities

Project Lead

The Project lead reports to the Principal Investigator of the project

Responsibilities (Expected Outcomes)

  • Set overall strategy.
  • Hire great people. Help people that are not a good fit find another job.
  • Provide direction for product strategy and development
  • Communicate organisation’s vision and goals to the entire team and the rest of the community.
  • Lead by example.
  • Praise the right behavior.
  • Keep the PI’s and other stakeholders well-informed and engaged in the project's continued growth and success.
  • Continue to be deeply engaged with the entire project community through active discussions on social media platforms and channels
  • Setup sustainability model for the project
  • Oversee the continued build out of a great team.
  • Leadership at IIC, UDSC

Requirements

  • Visible strategic leader across teams
  • Provides appropriate levels of guidance and latitude to managers and individuals.
  • Excellent at caring personally for team members and providing candid real-time feedback.
  • Establishes compelling team purpose that is aligned to overall organizational vision.
  • Inspires the broader team to achieve results.
  • Identifies disconnects to vision and takes appropriate action.
  • Skilled at big stage communications

 

R&D Lead

Mission

R&D Lead focuses on long-range impact including research, strategic initiatives, product strategy, and organisation’s development.

Responsibilities (Expected Outcomes)

  • Own the product vision and strategy.
  • Making sure we have a great product team (recruit and hire, sense of progress, promote proactively, identify underperformance)
  • Distill the overall vision into a compelling roadmap
  • Make sure the vision advances in every release and communicate this
  • Champion technical, product, and process change such as moving to realtime, getting to continuous deployment for products, and incorporating product discovery.
  • Partner effectively with Engineering, Design, and Product Marketing to ensure we validate, build, launch, and measure product experiences that users love and value
  • Refine and implement agile product development flow, ensuring team members receive training and coaching required to work effectively within the system
  • Serve as a spokesperson for the end-to-end product internally and externally
  • Communicate our vision through demo's, conference speaking, blogging, and interviews
  • Ensure that the next milestone always contains the most relevant items to users and us
  • Make sure the DevOps tools are up to date
  • Ensure that we translate user demands to features that make them happy but keep the product UI clean and the codebase maintainable
  • Make sure the release announcements are attractive and cover everything

Requirements

  • Visible strategic technology leader across teams
  • Ensures consistent execution of discovery track skills across a large team
  • Clear understanding of developer products
  • Enterprise software experience.
  • Developer tool or platform industry experience.
  • SaaS and self-managed (on-premises) experience
  • Familiarity with Git, CD, Containers and Kubernetes
  • Experience and skill managing products at all stages of the lifecycle (incubation, growth, maturity, decline), and balancing priorities accordingly

Senior Technology Researcher

Mission

Senior Technology Researchers are recognized experts in multiple technology domains, and represent the senior technical leadership at IIC. They are responsible for helping shape the future direction of the organization, assisting management establish strategic roadmaps, and driving priorities to meet objectives. They also have a strong track record of growing and influencing others, working with all levels of senior leadership, and fostering the psychological safety and happiness of members of their team.

Responsibilities (Expected Outcomes)

  • Develop architecture and systems that meet the test of time iteratively
  • Provide a point of escalation for teams facing extremely complex technical challenges
  • Attain a measurable impact on the work of teams across the company
  • Achieve a wide sphere of influence
  • Identify challenges and technical interdependencies and suggest solutions to address them
  • Use quantitative analysis to impact key business decisions
  • Evangelize successful adoption and use of tooling and technologies
  • Lead conversations to encourage collaboration across teams
  • Present at relevant events (e.g., conferences, user groups, meetups, webinars)
  • Write extensively about technology applicable to IIC (e.g., blog posts, white papers)
  • Develop and/or consult on internal training programs
  • Embody the organisation’s values and demonstrate humility in the way they interact with individuals
  • Take central role in decision making for technical, business, and organizational issues
  • Teach, mentor, grow, and advise other domain experts, individual contributors, and teams in the organization
  • Build technology and organizational bridges to key organizational partners
  • Work with key customers in assigned areas to address technical challenges
  • Exemplify IIC values through code, reviews, communications, and processes (following and setting)

Requirements

  • Deep and broad knowledge of current and emerging technologies that affect the product and its usage
  • Expert on product, architecture and workflow at both typical and large scale
  • Expert in designing, implementing, and troubleshooting major portions of a production stack
  • Proficiency in the English language, with excellent written and oral communication skills
  • An inclination towards communication, inclusion, visibility, and transparency
  • Experience in leading teams technically

 

Programming and Technology Lead

Mission

Programming and Technology Lead works with the Programming team to achieve product goals.

Responsibilities (Expected Outcomes)

  • Adept at qualitative customer interviewing. Capable of deriving key insights and patterns from customer interviews, and using that input to clarify problem statements
  • Regularly join customer and partner visits that can lead to new features
  • Proficient at story mapping, to break epics down into smaller MVC issues
  • Proficient at collaborating with Design on prototypes to bring potential solutions to life
  • Adept at breaking epics and issues down into MVC's
  • Knowledgeable about the product and the relevant product domain(s), the architecture, API's, and tech stack
  • Capable of running a demo anytime
  • Able to make highly informed prioritization & tradeoff decisions with R&D
  • Able to discuss & evaluate technical architecture recommendations from R&D
  • Responsible for the health of working relationships with peers in the Group
  • Familiar and comfortable with agile development methodologies
  • Understands and communicates the business value of epics and issues
  • Sets success metrics for epics and issues, and tracks metrics post-launch to guide investment in iterative improvements
  • Spends up to 20% of time researching & defining category vision & strategy
  • Bring ideas to reality by surfacing ideas early and collection feedback
  • Capable written and verbal communication internally and externally.
  • Trusted resource for user calls and meetings
  • Build rapport with stakeholders to align around priorities

Requirements

  • At least 3/4 years experience in a lead position (such as Product Manager, Engineering Manager or Team Lead)
  • Cloud Infrastructure (GCP, AWS) and containers (Kubernetes)
  • Expert in Continuous Integration and Continuous Delivery
  • Creative thinker and problem solver, able to distill complex problems down to actionable items
  • Deep and broad knowledge of current and emerging technologies that affect the business
  • Expert on product, architecture and workflow at both typical and large scale
  • Expert in designing, implementing, and troubleshooting major portions of a production stack
  • Proficiency in the English language, with excellent written and oral communication skills
  • An inclination towards communication, inclusion, visibility, and transparency
  • Experience in leading teams technically
  • Help us work on the future of DevOps tools; specifically, building out serverless application and function management

 

Project Manager

Mission

Project Manager will coordinate people and processes to ensure that projects are delivered on time and produce the desired results. Project Manager will be the go- to person for everything involving a project’s organization and timeline.

It includes developing detailed project and implementation plans, ensuring resource availability and allocation and delivering every project on time within budget and scope.

Responsibilities (Expected Outcomes)

  • Coordinate internal resources and third parties/vendors for the flawless execution of projects ?
  • Manage future implementations and system enhancements by collaborating with various business areas and system owners.
  • Manage projects with specific focus on deliverables, tasks and due dates.
  • Define requirements and monitor those through to implementation.
  • Develop and maintain implementation and enhancement project plans.
  • Assist in modification of specific Standard Operating Procedures (SOPs) and User Manuals of program.
  • Perform independently with minimal supervision and work with others developing trusting relationships.
  • Convey timelines, deliverables, risks, delays and impacts to project team members and lead teams as required.
  • Collaborate with all cross-functional team members/system owners to accomplish required tasks and provide project updates.
  • Enforce successful implementations across multiple functions in an organization.
  • Maintain strict adherence to internal policies and internal controls within organization.
  • Anticipate delays and initiate plans and alternative solutions.
  • Manage changes to the project scope, project schedule and project costs using appropriate verification techniques ?
  • Measure project performance using appropriate tools and techniques ?
  • Design and build systems to increase stakeholder feedback in product issues
  • Develop intelligent tools for collecting and aggregating larger volumes of customer feedback

Requirements

  • Proven working experience in project management ?
  • Excellent client-facing and internal communication skills ?
  • Excellent written and verbal communication skills ?
  • Solid organizational skills including attention to detail and multitasking skills ?
  • Strong working knowledge of Microsoft Office ?Suite
  • Project Management Professional (PMP) certification is a plus
  • Must have experience in Education Sector
  • Proficiency in the English language, with excellent written and oral communication skills

 

Database Administrator

Mission

Database Administrators are responsible for keeping database systems that support all user-facing services and production systems running smoothly 24/7/365.

Responsibilities (Expected Outcomes)

  • Apply sound engineering principles, operational discipline and mature automation, specializing in databases (MySQL and MongoDB in particular)
  • Work on database reliability and performance aspects with the programming and R&D teams, as well as work on shipping solutions with the product.
  • Analyze solutions and implement best practices for our main MySQL and MongoDB database cluster and its components.
  • Work on observability of relevant database metrics and make sure we reach our database objectives.
  • Work with peers to roll out changes to our production environment and help mitigate database-related production incidents.
  • OnCall support to the team.
  • Identify the SLO (Service Level Objectives) that will align the team to meet the availability and latency objectives.
  • Provide database expertise to engineering teams (for example through reviews of database migrations, queries and performance optimizations).
  • Work on automation of database infrastructure and help engineering succeed by providing self-service tools.
  • Plan the growth of database infrastructure.
  • Design, build and maintain core database infrastructure pieces that allow to scale to support hundreds of thousands of concurrent users.
  • Support and debug database production issues across services and levels of the stack.
  • Make monitoring and alerting alert on symptoms and not on outages.
  • Document every action so your learnings turn into repeatable actions and then into automation.
  • Leads and participates in several projects, having an overview and giving input on projects to be accomplished with the best performance and lower impact.

Requirements

  • Have at least 2 years of experience running MySQL in large production environments
  • Have experience with infrastructure automation and configuration management (Chef, Ansible, Puppet, Terraform...)
  • Have experience with any object oriented programming language in a software engineering role
  • Have strong programming skills
  • Have solid understanding of SQL
  • Have solid understanding of the internals of MySQL
  • Have experience working in a distributed production environment
  • Have an urge to collaborate and communicate asynchronously.
  • Have an urge to document all the things so you don't need to learn the same thing twice.
  • Have a proactive, go-for-it attitude. When you see something broken, you can't help but fix it.
  • Have an urge for delivering quickly and iterating fast.
  • Know your way around Linux and the Unix Shell.
  • Have the ability to orchestrate and automate complex administrative tasks. Knowledge in config management systems like Chef (the one we use)
  • Passion for stable and secure systems management practices
  • Strong data modeling and data structure design skills

 

Senior Programmer / Programmer

Mission

As a Senior Programmer/Programmer  you will work in the Product Department, which engages in analysing the business and user requirements for the product. You will work in small groups with the R&D team, Technology Lead, Product Designer and Software Analysts to contribute in enhancing existing features, and to develop new features and functional modules for the product.

Responsibilities (Expected Outcomes)

  1. Develop features and improvements to the Education-ERP product in a secure, well-tested, and performant way
  2. Analyze and interpret highly complex data to arrive at actionable recommendations
  3. Collaborate with Product Management and other stakeholders within Engineering (e.g. UX) to maintain a high bar for quality in a fast-paced, iterative environment
  4. Advocate for improvements to product quality, security, and performance
  5. Solve technical problems of moderate scope and complexity.
  6. Craft code that meets our internal standards for style, maintainability, and best practices for a high-scale web environment. Maintain and advocate for these standards through code review.
  7. Represent IIC and its values in public communication around specific projects and community contributions.
  8. Confidently ship small features, improvements and bug fixes with minimal guidance and support from other team members. Collaborate with the team on larger projects.
  9. Participate in Tier 2 or Tier 3 technical guidance to assist troubleshooting product operations, security operations, and urgent engineering issues.

Requirements

  • Professional experience with YII2 / Laravel or other PHP MVC frameworks
  • Professional experience with JavaScript and associated web technologies (CSS, semantic HTML)
  • Proficiency in the English language, both written and verbal, sufficient for success in a remote and asynchronous work environment
  • Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
  • Experience with performance and optimization problems and a demonstrated ability to both diagnose and prevent these problems
  • Comfort working in a highly agile, intensely iterative software development process
  • Demonstrated ability to onboard and integrate with an organization long-term
  • Positive and solution-oriented mindset
  • Effective communication skills: Regularly achieve consensus with peers, and clear status updates
  • An inclination towards communication, inclusion, and visibility
  • Experience owning a project from concept to production, including proposal, discussion, and execution.
  • Self-motivated and self-managing, with strong organizational skills.
  • Demonstrated ability to work closely with other parts of the organization
  • Share our values, and work in accordance with those values
  • Ability to use Git DVCS, Kanban boards, Sprint management tools like JIRA/Trello/Gitlab
  • Ability to thrive in a fully remote organization

Nice-to-haves

  • Experience working with modern frontend frameworks (eg. React, Vue.js, Angular)
  • Experience in a peak performance organization, preferably a tech startup
  • Product company experience
  • Experience working with a remote team
  • Enterprise software company experience
  • Developer platform/tool industry experience
  • Experience working with a global or otherwise multicultural team
  • Computer science education or equivalent experience
  • Passionate about/experienced with open source and developer tools

 

Product Design / UX Lead

Mission

Product Design / UX Lead collaborates closely with Product Managers and Engineers to create a productive, minimal, and human experience.

Responsibilities (Expected Outcomes)

  • Help to define and improve the interface and experience of the product.
  • Demonstrate, explain, and teach others how to apply a range of research methods, helping them to understand the balance and trade-offs between smart, scrappy research and rigor.
  • Build relationships with other managers across disciplines, and act as a liaison with teams throughout the wider organization that have ongoing research needs.
  • Conduct solution validation and incorporate insights into design decisions to fulfill user and business needs.
  • Demonstrate and articulate understanding of the technology and features of immediate and adjacent stage groups.
  • Actively contribute to UX Research processes and documentation.
  • Create tactical and strategic deliverables (for example, wireframes, competitive analyses, prototypes, journey maps, storyboards, personas, interactive UI Designs and so on)
  • Proactively identify both small and large usability issues within your product area.
  • Take part in the monthly release process by breaking down designs to fit release cadence, and review and approve merge requests submitted by developers.
  • Conduct Design Reviews, giving and receiving feedback in an appropriate way.
  • Understand UX debt and make recommendations for its resolution.

Requirements

  • Understand responsive design and best practices.
  • Have working knowledge of HTML, CSS. Familiarity with Javascript.
  • Have knowledge and understanding of design systems theory and practice.
  • Have a general knowledge of Git flow (for example, feature branching, merge/pull requests, pipelines, and code testing).
  • Expert-level knowledge in the field of UX Research with at least 1 years of experience in hands-on research.
  • Outstanding communicator both verbally and in writing.
  • Strong collaboration skills.
  • A proven record of driving change through UX Research.
  • Passion for the field of UX Research.

 

Project Learnings Officer

 

Responsibilities (Expected Outcomes)

  • Execute integrated communications strategy and vision.
  • Efficiently collect and select the right metrics that'll lead to impactful reporting and change.
  • Make data-informed business cases and utilize data to understand the tradeoffs for those decisions.
  • Measure project successes in relation to awareness and impact.
  • Work closely with the executive leadership team to develop strong narrative presentations and content for external speaking opportunities.
  • Operationalize customer use cases and problems that the product solves.
  • Develop overarching organisation storylines for social media and community channels
  • Work with the brand, design, technical marketing team and others needed to develop state of the art slide decks for external events.
  • Develop and implement effective training programs for project employees and community
  • Establish an internal learning and development roadmap for all project managers and individual contributors
  • Harness the existing culture and values when building out internal people-related policies while devising new ways to reinforce and improve upon the culture
  • Implement a global program for evaluating performance and providing feedback
  • Contribute to the planning and creation of new site features and enhancements.
  • Continuously improve projects documentation content in collaboration with engineers, product managers, and others.
  • Create and design the supporting course material for all development programs, both for instructor-led and e-learning
  • Solicit and incorporate team member feedback into our course content and experience
  • Produce written guides for using the product features, including contextual content that clarifies why and when a user might use a feature or workflow.

Requirements

  • Experience with crisis communications, executive visibility and stakeholder relations.
  • Proven ability to be self-directed and work with minimal supervision.
  • Outstanding written and verbal communications skills.
  • You share our values, and work in accordance with those values.
  • Highly organized, detail-oriented and able to meet deadlines consistently.
  • Creative, thoughtful and passionate about storytelling.

 

SysOps Cloudops Engineer

The position requires experience in architecting and implementing software and data center automation, orchestration and cloud management projects.

Responsibilities (Expected Outcomes)

  • Help to define and improve our internal standards for style, maintainability, and best practices for a high-scale web environment; Maintain and advocate for these standards through code review
  • Develop infrastructure resource utilization and forecasting models to meet business and financial objectives
  • Manage service level framework (SLIs, SLOs, SLAs) and associated error budgets to meet business objectives of the project
  • Manage Infrastructure's Performance Indicators
  • Review Infrastructure business processes and policies and help enhance workflows in support of the project and Infrastructure-provided services to the rest of the company
  • Explain trends across data sources, potential opportunities for growth or improvement, and data caveats for descriptive, diagnostic, predictive (including forecasting), and prescriptive data analysis
  • Deep understanding of how data is created and transformed through Infrastructure to help drive product designs or service usage or note impacts to data reporting capabilities
  • Understand and document the full lifecycle of Infrastructure data and our common data framework so that all data can be integrated, modeled for easy analysis, and analyzed for data insights
  • Document every action in either issue/MR templates, the handbook, or READMEs so your learnings turn into repeatable actions and then into automation
  • Craft code that meets our internal standards for style, maintainability, and best practices for a high-scale database environment. Maintain and advocate for these standards through code review
  • Provide mentorship for System and Network Administrators on your team to help them grow in their technical responsibilities and remove blockers to their autonomy

Requirements

  • At least 2 Years experience in leading team and managing cloudOps and SysOps
  • Certification and Expertise in Linux (RHEL) server administration
  • Experience with Docker and Kubernetes in production use cases
  • Chef/Jenkins experience (writing complex cookbooks from scratch, custom providers, custom resources, etc.)
  • Experience building reports and dashboards in a data visualization tool
  • Passionate about data, analytics and automation. Experience cleaning and modeling large quantities of raw, disorganized data (we use dbt)
  • Experience with a variety of data sources.
  • Demonstrate capacity to clearly and concisely communicate complex business logic, technical requirements, and design recommendations through iterative solutions
  • Deep understanding of SQL in analytical data warehouses and in business intelligence tools
  • Hands on experience working with SQL, Python, API calls, and JSON, to generate business insights and drive better organizational decision making
  • Familiarity with Git and the command line
  • Deep understanding of relational and non-relational databases, SQL and query optimization techniques, and demonstrated ability to both diagnose and prevent performance problems
  • Effective communication and collaboration skills, including clear status updates
  • Positive and solution-oriented mindset
  • Comfort working in a highly agile, intensely iterative environment
  • Self-motivated and self-managing, with strong organizational skills

 

DevOps Engineer

 

DevOps Engineers work with the programming team to create and maintain a Cloud Native deployment, along with all associated upgrade and release management methods.

Responsibilities (Expected Outcomes)

  • Deploying, building, and configuring deployment methods for Kubernetes and OpenVZ
  • Promoting best practices for development and deployment in a Cloud Native environment
  • Keep current with new technologies and developments in the Cloud Native space
  • Constantly improve product quality, security, and performance
  • Write good code
  • Catch bugs and style issues in code reviews
  • Ship small features independently

Requirements

  • At least 1 Years experience in managing DevOps
  • Experience with Docker and Kubernetes in production use cases
  • Chef experience (writing complex cookbooks from scratch, custom providers, custom resources, etc.)
  • Extensive Linux experience, comfortable between Debian and RHEL based systems
  • Running applications at scale in Kubernetes
  • Transforming existing applications to cloud native oriented applications
  • Designing, building and packaging cloud native applications
  • Positive and solution-oriented mindset
  • English written and verbal communication skills
  • Effective communication skills: Regularly achieve consensus with peers, and clear status updates
  • An inclination towards communication, inclusion, and visibility
  • Experience owning a project from concept to production, including proposal, discussion, and execution.
  • Demonstrated ability to work closely with other parts of the organization
  • Share our values, and work in accordance with those values

 

Network Administrator

 

The Network Administrator must have a deep and broad knowledge of enterprise networks, hardware and software. Network Administrator will be responsible for designing, organizing, modifying, and managing network. The Network Administrator will design and oversee local area networks, wide area networks, and network segments. Daily tasks may include installing, upgrading and monitoring software and hardware. The Network Administrator will maintain the essentials such as networking devices, operating systems, security tools, firewalls, UTMs, SANS, and Security information and event management systems.

Responsibilities

  • Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise network.
  • Serves as a technical expert in the area of network administration for enterprise grade setup. Recommends the redesign and configuration of network operating systems and devices.
  • Investigates and analyzes feasibility of network requirements and develops network specifications.
  • Manages the day-to-day operations of the network by monitoring performance, configuration, maintenance and repair of networking devices such as routers, fiber channel switches, Ethernet switches etc. Ensures that records of network downtime and equipment inventory are properly maintained. Applies revisions to network system firmware and software. Works with vendors to assist support activities.
  • Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
  • Establishes guidelines and methods for the installation and management of the network devices, operating systems, disk arrays, fiber channel switches, routers, tape libraries and other components.
  • Ensures high availability and acceptable levels of performance of mission critical network resources.
  • Develops procedures to maintain network security and protect systems from unauthorized use, acts of nature and user abuse.
  • Develops procedures, programs and documentation for backup and restoration of networking systems and policies
  • Develops tools, procedures, and training sessions for Operations, User Support and Systems Development staff to assist with work.
  • Manages the data center and networking systems including hardware, software and equipment such as air-conditioning system, UPS (uninterrupted power system) and fire protection system.
  • Stays current with technological developments in systems administration technology and recommends ways for the project to take advantage of new technology.

Requirements

  • Experience with CISCO switches and routers
  • Experience with popular firewalls and UTMS such as Cyberoam, Fortinet, CISCO ISA etc.
  • Experience with deploying and managing campus wireless network
  • Experience with iSCSI SANS; Dell EQ and NetApp knowledge is a plus
  • Programming languages and operating systems
  • Current equipment and technologies in use
  • Proficiency with Network monitoring software and Remote monitoring software such as Nagios, Snort, Wireshark etc. Ability to Plan, organize and document complex network design activities and to configure systems to be consistent with institutional policies/procedures
  • Communicate technical/complex information both verbally and in writing; establish and maintain cooperation, understanding, trust and credibility
  • Perform multiple tasks concurrently and respond to emergency situations effectively.

 

System Administrator

 

The System Administrator must have a deep and broad knowledge of computer software, hardware and networks. System Administrator will be responsible for designing, organizing, modifying, and supporting the university's computer systems. Daily tasks may include installing, upgrading and monitoring software and hardware. The System Administrator will maintain the essentials such as operating systems, business applications, security tools, web-servers, email, laptops, and desktop PCs.

Responsibilities

  • Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems.
  • Serves as a technical expert in the area of system administration for complex operating systems. Recommends the redesign and configuration of operating systems and system applications.
  • Investigates and analyzes feasibility of system requirements and develops system specifications.
  • Manages the day-to-day operations of the host systems by monitoring system performance, configuration, maintenance and repair. Ensures that records of system downtime and equipment inventory are properly maintained. Applies revisions to host system firmware and software. Works with vendors to assist support activities.
  • Develops new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability. Trains technical staff in how to use new software and hardware developed and/or acquired.
  • Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
  • Establishes, maintains and manages users’ linux and Windows accounts. Installs, modifies and maintains systems and utility software on server computer systems. Provides server support related to other software.
  • Establishes guidelines and methods for the installation and management of the host computer operating systems, disk arrays, tape libraries and other components.
  • Ensures high availability and acceptable levels of performance of mission critical host computer resources.
  • Develops procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse.
  • Develops procedures, programs and documentation for backup and restoration of host operating systems and host-based applications.
  • Manages the data center and computer host systems including hardware, software and equipment such as air-conditioning system, UPS (uninterrupted power system) and fire protection system.
  • Develops tools, procedures, and training sessions for Operations, User Support and Systems Development staff to assist with work.
  • Stays current with technological developments in systems administration technology and recommends ways for Project to take advantage of new technology.

Requirements

  • Certified Linux (RHEL) professional with expertise on linux operating system
  • Expertise with shell scripting
  • Demonstrable experience with backup and retention, business continuity and disaster recovery.
  • Linux system administration, enterprise backup and recovery procedures, and system performance monitoring tools
  • Understanding of server networking concepts such as proxy, reverse proxy, load balancing etc.
  • Ability to Plan, organize and document complex system design activities and to configure systems to be consistent with institutional policies/procedures
  • Communicate technical/complex information both verbally and in writing; establish and maintain cooperation, understanding, trust and credibility
  • Perform multiple tasks concurrently and respond to emergency situations effectively.

 

Rollout Support Supervisor / Executive

Mission

As a Rollout Support Supervisor/Executive, you will be working in the implementation and support team and in close collaboration with the product development team. You have to diagnose and troubleshoot problems, record feature requests and help customers to operate modules remotely as well as on the ground.

Responsibilities (Expected Outcomes)

  1. Resolving customer issues either via email, calls, or video conferencing.
  2. Collaborating with our Product and Development Teams to build new features,fix and report bugs.
  3. Recording feedback and suggestions  based on customer interactions.
  4. Documenting updates and features in the user manuals.
  5. Creating User Workflows, system behaviour and interaction diagrams
  6. Solving 100% of user problems while delighting them along the way
  7. Working with growth teams to define and shape the product goals, roadmap, priorities, and strategy based on your frontline knowledge of customer needs
  8. Managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.

Requirements

  • Professional experience as software rollout/implementation supervisor or another service-oriented customer-facing role.
  • Experienced in writing support content.
  • Experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
  • Understand what it's like to be on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders, what's going on.
  • Comfortable using support platforms such as OTRS and JIRA.
  • Positive and solution-oriented mindset
  • Hands-on Working experience with MAC/Windows/Linux environment.
  • Excellent problem solving, communication(both Hindi & English), and writing skills.
  • Excellent Presentation Skills

Nice-to-haves (Desirable Skills)

  • Experience in a peak performance organization, preferably a tech startup
  • Product company experience
  • Experience in Product presentation, Showcase and Demo.
  • Experience working with a remote team
  • Enterprise software company experience
  • Developer platform/tool industry experience
  • Experience working with a multicultural team
  • User Acceptance Testing (UAT) and Bug Reporting
  • UML (Activity diagram, Use Case Diagram, Sequence Diagram, Communication Diagram)
  • Is familiar with RBAC (Role Based Access control)
  • Has good knowledge of workflows and flow diagrams.

 

 

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