Role Proficiency:

Independently develops error free code with high quality validation of applications guides other developers and assists Lead 1 – Software Engineering

Outcomes:

     Understand and provide input to the application/feature/component designs; developing the same in accordance with user stories/requirements.      Code debug test document and communicate product/component/features at development stages.      Select appropriate technical options for development such as reusing improving or reconfiguration of existing components.      Optimise efficiency cost and quality by identifying opportunities for automation/process improvements and agile delivery models      Mentor Developer 1 – Software Engineering and Developer 2 – Software Engineering to effectively perform in their roles      Identify the problem patterns and improve the technical design of the application/system      Proactively identify issues/defects/flaws in module/requirement implementation       Assists Lead 1 – Software Engineering on Technical design. Review activities and begin demonstrating Lead 1 capabilities in making technical decisions

Measures of Outcomes:

     Adherence to engineering process and standards (coding standards)      Adherence to schedule / timelines      Adhere to SLAs where applicable      Number of defects post delivery      Number of non-compliance issues      Reduction of reoccurrence of known defects      Quick turnaround of production bugs      Meet the defined productivity standards for project      Number of reusable components created   Completion of applicable technical/domain certifications Completion of all mandatory training requirements

Outputs Expected:

Code:

Develop code independently for the above

Configure:

Implement and monitor configuration process

Test:

Create and review unit test cases
scenarios and execution

Domain relevance:

Develop features and components with good understanding of the business problem being addressed for the client

Manage Project:

Manage module level activities

Manage Defects:

Perform defect RCA and mitigation

Estimate:

Estimate time
effort
resource dependence for one's own work and others' work
including modules

Document:

Create documentation for own work as well as perform peer review of documentation of others' work

Manage knowledge:

Consume and contribute to project related documents
share point
libraries and client universities

Status Reporting:

Report status of tasks assigned Comply with project related reporting standards/process

Release:

Execute release process

Design:

LLD for multiple components

Mentoring:

Mentor juniors on the team Set FAST goals and provide feedback to FAST goals of mentees

Skill Examples:

Explain and communicate the design / development to the customer Perform and evaluate test results against product specifications Develop user interfaces business software components and embedded software components 5 Manage and guarantee high levels of cohesion and quality6 Use data models Estimate effort and resources required for developing / debugging features / components Perform and evaluate test in the customer or target environment Team Player Good written and verbal communication abilities Proactively ask for help and offer help

Knowledge Examples:

     Appropriate software programs / modules      Technical designing      Programming languages      DBMS      Operating Systems and software platforms      Integrated development environment (IDE)      Agile methods Knowledge of customer domain and sub domain where problem is solved

Additional Comments:

As an L3 Escalation Engineer, you will be the cornerstone of our commitment to customer satisfaction. You will tackle the most complex technical challenges our customers face, working closely with our software engineering, product management, and other key stakeholders to deliver solutions that not only solve immediate issues but also contribute to the overall product quality. In addition to taking ownership of escalated support incidents, you will have the opportunity to develop new processes, practices and technical capabilities in our organization. Alongside escalation incidents, the team also engage directly with customers to demonstrate our software products, and support customers in the configuration and deployment of these products in their environment. Key Responsibilities: • Serve as the final escalation point for complex issues related to our software products, ensuring timely resolution and excellent customer service. • Collaborate with software engineering teams to identify, diagnose, and resolve software defects. • Work with product management to communicate customer feedback and contribute to product improvement and innovation. • Develop and maintain comprehensive technical documentation to aid in the swift resolution of future escalations. • Colate and share incident overviews, weekly and monthly reporting and sharing with stakeholders and leadership. • Provide mentorship and guidance to L1 and L2 Tech Support, enhancing their technical capabilities and deflecting volume from L3. • Participate in after-hours on-call rotations to ensure 24/7 support for critical issues. Experience Requirements: • Bachelor’s degree in Computer Science/Software Development/Business Analytics or a degree plus relevant professional experience • Minimum of 5 years of experience in a software engineering or software support role, including at least 3 years at a senior level • Proven track record of resolving complex technical issues in a customer-facing environment. • Strong understanding of and agile software development methodologies. • Experience with troubleshooting and debugging tools. • Highly proficient in tools such as Jira, ServiceNow, Power BI, Microsoft Office etc. • Excellent communication and collaboration skills, with the ability to articulate technical concepts to non-technical stakeholders.