ResponsibilitiesLead the Software Engineering Level 3 Support teams (called Saviors) of 2-3 Products, ensuring the teams achieve the departmental quality goals meeting the support SLAs.Re-designing the software solutions & development frameworks when needed, while being keen on considering & incorporating cross-functional feedback during designing.Responsible for issues triaging and prioritization in partnership with the cross-products and cross-platform Product Management and Level 1 Support teams.Make critical decisions based on the circumstances and limited information to ensure we meet the committed SLAs to our stakeholders & customers.Be the single point of contact for Engineering teams when it comes to product maintenance discussions with the customers of the respective Products.Proactively communicate with the stakeholders the risks and the steps taken to mitigate those risks.Implement and ensure engineering processes and best practices are followed to optimize product development and deliver quality solutions.Collaborate with cross-functional teams, including Product Management, Roadmap Development, Program Management, Customer Support, Data Engineering, and Site-reliability Engineering teams, to ensure effective execution of the projects.Foster a culture of being customer-focused with significant requirements for innovation, continuous improvement, and accountability.Hire, train, and mentor engineering talent, fostering their professional growth and development.Provide technical leadership and guidance to the engineering team, ensuring our customers’ operations are not impacted due to the issues in the software we released in the past.Oversee the release planning, bug estimation, and bug prioritization, ensuring customer satisfactionResponsible for Level 3 issues’ Root cause analysis, troubleshooting, and timely resolutionDefine & monitor the metrics through data-driven insights (using Jira) to progressively improve the productivity of the team.Monitor and evaluate team performance, identifying areas for improvement and implementing corrective actions as needed.Stay up-to-date with industry trends and advancements, identifying opportunities for innovation and competitive advantage.Identify the training needs by evaluating the skill gaps of the team, and plan to upskill them accordingly.Mentor the team to identify potential impediments & anomalies to proactively address them in time.
