Educational requirements: Bachelor
English requirements: Competent English
Requirements for skilled employment experience for years: 3-5 years
Required residence status: Temporary visa, Permanent resident, Citizen
Accept remote work: unacceptable
Strategic:
PM/Dev Partnership - Work closely with SET Biz Lead to establish lines of trust with PM & Dev teams to have a customer-centric voice in the building product roadmap.
Strategy Champion - Champion strategy set by Platform Support lead Biz Lead
Global Training - Current skills matrix capabilities, training programs/strategy and prioritize global training needs and drive improvements in these areas
Global Knowledge - Identify key version/product issues that can be mitigated with knowledge.
Global Capacity & Coverage - Analyse global team health for capacity versus actual volume, and identify required hiring recommendation alignment with SET, projects, and platform director.
Global Team Ratios - Maintain and report on staffing TL, SSE, and SE ratios and promotional pipeline.
Global DOS Ownership - Product-specific DOS is accountable to the product lead for prioritization, service levels, communications, and check-ins.
Project Champion - Champion change management and project team strategies for their products through the TL and RM layer.
Tactical:
SET Interface - SET engagement and proactive mitigation of emerging issues and partner with SET to ensure readiness for new releases
Global Communications - Ensure solid communications across the project, SET, and operational leadership teams.
Global Operational Metrics - Assist regional managers and platform direction to optimize and improve operational metrics such as NPS, IRT, Resolution rate, etc. through training, knowledge, processes/workflows, SET feedback, or product team feedback.
Characteristics of the Product Support Team:
Support Influence - Product support is spread across 6-8 regions, each with one or more team leads.
Product Scope - A Product Lead can be responsible for a single large/complex product or multiple products grouped into family. E.g. JSW and JSD or Confluence & Crowd
Platform Differences - For Server products, slower growth but growing technical complexity. For cloud products rapid growth, higher amount of incidents, but lowering technical complexity.
