Analyst
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
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Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
| No | Performance Parameter | Measure |
| 1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback |
| 2 | Self- Management | Productivity, efficiency, absenteeism, Training Hours, No of technical training completed |
DEVOPS ENGINEER L3
Role Purpose
The purpose of this role is to work with Application teams and developers to facilitate better coordination amongst operations, development and testing functions by automating and streamlining the integration and deployment processes
Do
- Align and focus on continuous integration (CI) and continuous deployment (CD) of technology in applications
- Plan and Execute the DevOps pipeline that supports the application life cycle across the DevOps toolchain — from planning, coding and building, testing, staging, release, configuration and monitoring
- Manage the IT infrastructure as per the requirement of the supported software code
- On-board an application on the DevOps tool and configure it as per the clients need
- Create user access workflows and provide user access as per the defined process
- Build and engineer the DevOps tool as per the customization suggested by the client
- Collaborate with development staff to tackle the coding and scripting needed to connect elements of the code that are required to run the software release with operating systems and production infrastructure
- Leverage and use tools to automate testing & deployment in a Dev-Ops environment
- Provide customer support/ service on the DevOps tools
- Timely support internal & external customers on multiple platforms
- Resolution of the tickets raised on these tools to be addressed & resolved within a specified TAT
- Ensure adequate resolution with customer satisfaction
- Follow escalation matrix/ process as soon as a resolution gets complicated or isn’t resolved
- Troubleshoot and perform root cause analysis of critical/ repeatable issues
Deliver
| No | Performance Parameter | Measure |
| 1. | Continuous Integration,Deployment & Monitoring | 100% error free on boarding & implementation |
| 2. | CSAT | Timely customer resolution as per TAT Zero escalation |
DOMAIN CONSULTANT L3
Level of Independent Decision making-Takes all the descisions related to the specific domain.
Supervision- Yes, review of deliverables, Yes, conduct performance evaluations and manage appraisals for their teams.
Role Purpose-The purpose of this role is to lead domain-led transformation initiatives by overseeing delivery governance, reviewing forecasting models, and supervising teams, while ensuring business outcomes through revenue growth and opportunity identification.
Areas of Responsibilities
Business process analysis-Review deliverables defined as part of domain-led transformation initiatives to ensure successful execution.
Market research & benchmarking-“Review of forecasting models, cost benefit analysis and define alternate process methodologies applied as part of benchmarking and analysis.
Plan and forecast strategies across enterprise engagements, ensuring consistency and scalability. “
Optimization Initiatives-“Lead domain optimization and solution programs, ensuring governance, quality, and value creation for clients.
Conduct performance review, facilitate professional development and mentor consultants.”
Technical Documentation-“Review and approve documentation ensuring functional accuracy, completeness, and alignment with domain standards and organizational objectives.
Provide guidance to teams in maintaining consistency, clarity, and quality across all deliverables.
Lead initiatives to articulate complex technical concepts into clear communication materials, ensuring alignment with business and objectives.”
Revenue Growth-“Lead budget performance by monitoring project financials, optimizing resource utilization, and ensuring adherence to defined margin targets.
Identify mining opportunities in the existing accounts and participate in RFP discussions.”
Thought Leadership -Create whitepapers, reusable frameworks, and knowledge assets, while guiding teams to adopt best practices and innovative approaches.
DOMAIN CONSULTANT L3
Level of Independent Decision making-Takes all the descisions related to the specific domain.
Supervision- Yes, review of deliverables, Yes, conduct performance evaluations and manage appraisals for their teams.
Role Purpose-The purpose of this role is to lead domain-led transformation initiatives by overseeing delivery governance, reviewing forecasting models, and supervising teams, while ensuring business outcomes through revenue growth and opportunity identification.
Areas of Responsibilities
Business process analysis-Review deliverables defined as part of domain-led transformation initiatives to ensure successful execution.
Market research & benchmarking-“Review of forecasting models, cost benefit analysis and define alternate process methodologies applied as part of benchmarking and analysis.
Plan and forecast strategies across enterprise engagements, ensuring consistency and scalability. “
Optimization Initiatives-“Lead domain optimization and solution programs, ensuring governance, quality, and value creation for clients.
Conduct performance review, facilitate professional development and mentor consultants.”
Technical Documentation-“Review and approve documentation ensuring functional accuracy, completeness, and alignment with domain standards and organizational objectives.
Provide guidance to teams in maintaining consistency, clarity, and quality across all deliverables.
Lead initiatives to articulate complex technical concepts into clear communication materials, ensuring alignment with business and objectives.”
Revenue Growth-“Lead budget performance by monitoring project financials, optimizing resource utilization, and ensuring adherence to defined margin targets.
Identify mining opportunities in the existing accounts and participate in RFP discussions.”
Thought Leadership -Create whitepapers, reusable frameworks, and knowledge assets, while guiding teams to adopt best practices and innovative approaches.
LEAD ADMINISTRATOR L1
Role Purpose
The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.
Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
LEAD ADMINISTRATOR L1
Role Purpose
The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.
Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
DEVELOPER L2
Role Purpose
The purpose of this role is to perform coding and unit testing as per the defined standards while coordinating with internal teams to ensure outputs align with client requirements.
Areas of responsibility
Gathering of requirements-Assist in creating documentation of client requirements.
Coding and Configuration-“Perform coding and configuration activities in adherence to the standards of quality and delivery SLA. “
Testing and Trial Runs-“Perform unit testing, identify and report issues and assist in User Acceptance Testing (UAT).”
Maintain Documentation-Maintain project documentation, update knowledge repositories, and contribute to standard operating procedures.
Stakeholder Collaboration-“Work with different teams to understand project needs, assist in development tasks and ensure
alignment of output with client requirements.”
DEVELOPER L3(CONTRACT)
Role Purpose
The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters
Do
1. Instrumental in understanding the requirements and design of the product/ software
- Develop software solutions by studying information needs, studying systems flow, data usage and work processes
- Investigating problem areas followed by the software development life cycle
- Facilitate root cause analysis of the system issues and problem statement
- Identify ideas to improve system performance and impact availability
- Analyze client requirements and convert requirements to feasible design
- Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements
- Conferring with project managers to obtain information on software capabilities
2. Perform coding and ensure optimal software/ module development
- Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
- Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
- Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
- Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
- Ensuring that code is error free or has no bugs and test failure
- Preparing reports on programming project specifications, activities and status
- Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
- Compile timely, comprehensive and accurate documentation and reports as requested
- Coordinating with the team on daily project status and progress and documenting it
- Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders
3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution
- Capturing all the requirements and clarifications from the client for better quality work
- Taking feedback on the regular basis to ensure smooth and on time delivery
- Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
- Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
- Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
- Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
- Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
- Timely Response to customer requests and no instances of complaints either internally or externally
Deliver
| No. | Performance Parameter | Measure |
| 1. | Continuous Integration, Deployment & Monitoring of Software | 100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan |
| 2. | Quality & CSAT | On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation |
| 3. | MIS & Reporting | 100% on time MIS & report generation |
APPLICATION ARCHITECT L1
Role Purpose
The purpose of this role is to create high-level application architecture designs across modules and database layers, ensuring alignment with functional requirements and integration guidelines.
Area of Responsibility
Requirement Analysis-Coordinate with business and development teams to understand application-specific requirements relating to module-level needs, data flows, and integration expectations.
Designing-Create high level application architecture designs across application and database layers to ensure alignment with defined design guidelines, including frameworks, patterns, protocols, API design.
Integration assessment and support-Assess and evaluate application’s interaction with existing systems, databases, and infrastructure to validate integration feasibility.
Troubleshooting-Support application testing after deployment and help validate functional behaviour of application design.
TEST ENGINEER L3
Role Purpose
The purpose of this role is to develop multi-module test cases and set up test environments while preparing test evidence and validating system functionality.
Areas of responsibility
Requirement Analysis and Documentation-Create technical requirement documents basis the inputs received from clients through discussions and demos.
Creation of test cases-Create test cases basis the functional requirements ensuring test coverage across multiple modules.
Test Data and Environment Setup-Create data validation scenarios and set up test environment in collaboration with the client stakeholder.
Test Execution and Result Analysis -“Execute functional and regression testing to identify defects and document the result of the test cases.
Prepare test evidence and test review documents.
Log and update the defect status in the test management tool.”