Role Proficiency:

Under the supervision of a Senior Lead analyze and develop applications in assigned area of responsibility on ERP/CRM systems and design solutions.

Outcomes:

     Optimise efficiency cost and quality by identifying opportunities for automation/process improvements and agile delivery models      Learn technology business/system domain and as recommended by the project/account      Contribute to ERP/CRM Practice related activities like (but not limited to) assembling content for case studies contributing to reusability coordinating internal seminars and conduct knowledge sharing sessions organizing sessions during and participating in hackathons etc.      Identify the problem patterns and improve the technical design of the application/system      Select appropriate technical options for development such as reusing improving or reconfiguration of existing components.      Independently analyze design develop and test functionalities      Develop technical documents such as Functional Design Specifications Deployment documentation      Perform design document reviews peer code reviews and suggest code improvements      A single point of contact for the build and deployment issues and resolving on time   Responsible for code/configuration changes to production environment to resolve any issues post production move   Independently manage client environments/perform installation related activities   Perform root cause analysis technical troubleshooting architecture resolve performance issues   Mentor juniors for client discussions and day to day activities and basic administrative tasks   Perform other duties as assigned or requested.   Influence and improve customer satisfaction through things like (but not limited to) offering suggestions for code refactoring and for small improvements in business processes. complete sprint deliverables ahead of schedule; helping client architects and product owners by way of design suggestions and/or explaining functionality to business stakeholders etc…   Self-learning and implement new features released in ERP/CRM wherever possible.   Set goals in NorthStar and timely measure the progress and update accordingly.

Measures of Outcomes:

     Number of applicable technical/domain certifications completed      Adherence to process and standards (coding standards)      Number of mandatory training (Industry/Technology specific trainings UST mandatory trainings) completed      Quick turnaround of production bugs      Adherence to schedule / timelines      Number of mid-size requirements solutioned and implemented      Number of issues resolved      Number of innovative industry/technology specific ideas submitted      Number of positive feedback received from client (client appreciation emails)   Number of suggestions/implementation of new features/standards/framework for client.   Resource utilization throughout the year

Outputs Expected:

Requirement:

Understand the requirements/user stories

Estimate:

Estimate time
effort
resource dependence for one's own work and for others' work
including for modules. Follow scrum ceremonies. Participate in preparing RFPs and estimations in ERP/CRM Practice

Design:

Understand the design/LLD and link it to requirements/user stories

Configuration and Coding:

Adhere to coding standards and follow ERP/CRM best practices. Develop code independently. Review code done by peer and team.

Test:

Create and conduct unit testing. Test class coverage above 95%.

Manage Defects:

Perform defect RCA and mitigation Identify defect trends and take proactive measures to improve quality

Client Interaction:

Effectively interact with customers and articulate their inputs

Manage Project:

Manage delivery of modules and/or manage user stories

Documentation:

Create/review templates
checklists
guidelines
standards for design/process/development Create/review deliverable documents. Design documentation
requirements
t test cases and results Document one’s own work

Status Reporting:

Report status of tasks assigned Comply with project related reporting standard and process

Manage knowledge:

Contribute project related documents
share point
libraries
client universities Review the reusable documents created by the team

Release:

Follow and monitor release process

Customer interaction:

Clarify requirements and provide guidance to development team Present design options to customers Implementation reviews with stakeholders.

Domain relevance:

Develop feature / component with good understanding of the business problem being addressed for the client

Recruitment and Onboarding:

Part of technical screening team for recruiting candidates for A2/A3 Band. People management skills – manage onboard new team members
guide reportees and provide timely feedback.

Manage/Mentoring Team:

Mentor junior developers in the team Set goals and provide feedback

Skill Examples:

     Explain and communicate the design / development to the customer      Perform and evaluate test results against product specifications      Break down complex problems into logical components      Manage and guarantee high levels of cohesion and quality      Estimate effort time required for own work      Perform and evaluate test in the customer or target environment      Make quick decisions on technical/project related challenges      Team player capabilities and can manage a team mentor and handle people related issues with the team      Maintain high motivation levels and positive dynamics in the team.   Set goals for self and team. Provide feedback for team members   Create and articulate impactful technical presentations   Follow high level of business etiquette in emails and other business communication   Drive conference calls with customers and answer customer questions    Proactively ask for and help   Ability to work under pressure determine dependencies risks facilitate planning and handle multiple tasks.   Build confidence with customers by meeting the deliverables in time with quality.   Estimate effort time and resources required for developing / debugging features / components   Strong analytical and problem-solving abilities   Ability to advise on best practices and approaches to the team and the client     Ability to prepare test data and steps for unit integration and production testing as per project needs.   Strong and effective written and verbal communication skills.

Knowledge Examples:

     Functional and technical designing on various ERP and CRM cloud platform features and automations.      Thorough knowledge of coding best practices and understanding the limitations of coding.      Experience using data loader tools.      Experience with production deployment and solving deployment errors.      Knowledge of Agile Methods - Scrum and Kanban Knowledge in integrating ERP/CRM with external systems using SOAP API REST API etc.

Additional Comments:

Mandatory Skills: ITIL ITSM SQL Experience: 6 to 8 Years Location: Bengaluru Job Description: [Job Overview]: The ITSM (IT Service Management) Service Manager is responsible for overseeing and optimizing the delivery of IT services within an organization. This role involves managing the IT service desk, ensuring adherence to ITIL (Information Technology Infrastructure Library) best practices, and collaborating with various teams to enhance the overall IT service delivery. The ITSM Service Manager plays a critical role in maintaining high levels of customer satisfaction and operational efficiency. - Ensuring the effectiveness of the change/incident/major incident and service catalogue processes - Generating performance reports - Maintaining the Configuration Management Database (CMDB) - Driving continuous service improvement initiatives - Documenting tools and processes - Collaborating with the team to deliver high-quality products and services [Primary Skills]: Service Management ITIL CMDB BMC Helix Usability Reporting Roles & Responsibilities: Responsibilities: IM and MIM Operations - Oversee the execution of Incident Management operations, aligning practices with the overarching Incident process owned by the Service Management Lead role with input from the towers. This includes creation of the MIR, RCA, Lessons Learned Support the evening & weekend Major Incident Management ROTA – Handling Major Incidents, Latent changes (documentation and approvals in MIs), extension of changes inside and outside of working hours Data Analysis and Reporting - Employ SQL knowledge to develop, analyze, and report on key metrics, enabling data-driven decisions aimed to improve IT service delivery Lessons learned – A large part of our Major Incidents are caused by inadequately planned changes, bad data from CMDB or inadequate SOPs (KM). The lessons learned are followed up by the Problem Management discipline, provided by MI Mgt Facilitate Tower Coordination for high profile Incidents - Initiated on specific request or in response to a trend of troublesome incidents. CMDB and KM CM contributions - Maintenance of our inventory systems & SOPs, with a special focus of critical systems, based on insights derived from the Major Incident pipeline. Training sessions - Responsible for assisting in the developing, maintaining and performing monthly training sessions on best practices in Incident Management processes and tools Internal documentation - Maintain Local Work Instructions to facilitate team collaboration and ensure consistency in Incident Management processes. CSI - Driving continuous service improvement initiatives, both internally for the team and externally for the towers and business units, by leveraging an iterative approach and implementing best practices. Stakeholder Communication - Demonstrate exceptional ability to translate complex IT issues into clear, strategic insights for decision-makers, enhancing the organization's understanding and management of critical services in a effective manner. This includes identifying critical applications and communicating their significance to the GISC organisation that supports them. Cross-functional Flexibility: Show a high degree of flexibility and adaptability, with a willingness to contribute to other service management disciplines, fostering a culture of collaboration and continuous improvement. Managing the Configuration Management Database (CMDB) & Knowledge Management (KM), ensuring accurate inventory of all managed devices/services and integration with Problem, Change and Catalogue processes Documenting the regional and global tools and processes used by the SM team, primarily focused on regional requirements Collaborating with the team to deliver high-quality products and services. This involves optimizing the meeting processes and developing innovative approaches to enhance team productivity and output. Managing RCAs derived from major incidents and ensuring timely and accurate documentation of findings. Chairing regular Postmortem Review meetings, to drive preventive actions updates based on identified problem areas. Maintain Local Work Instructions to enable team collaboration. Working closely with cross-functional teams to address problem tickets requiring regional service management coordination, particularly in relation to process and performance issues across towers. Generating reports, primarily focused on Mean Time to Repair (MTTR), to measure and monitor service performance. Data-driven decision-making is a key aspect of this role. Identifying and managing long-term risks and known error problem tickets Responsible for creating Problem Management training & framework material. Organize training sessions for both tools and process. Driving continuous service improvement initiatives, both internally for the team and externally for the towers and business units, by leveraging an iterative approach and implement