IT Support

Roles & Responsibilities:

• Analyze, design, implement and integrate functional requirements in the solutions.
• Deliver fully tested source code complying with quality indicators objectives.
• Develop new functionality on our existing software products.
• Maintaining and supporting multiple projects and deadlines.
• Ability to communicate clearly with clients.
• Working within a Team to determine needs and applying / customizing existing technology to meet those needs.
• Proper Reporting & Documentation.

Required Skills:

• Should have a strong knowledge of OOPS with working knowledge of MVC.
• Experience with Microsoft .NET technologies including, ASP.NET, MVC, Entity Framework.
• Proven Skills with C#, SQL, JavaScript/DHTML, HTML-CSS, AJAX, jQuery, Web Services, etc.
• Ability to complete all phases of software development life cycle.
• Should have working knowledge of using a latest development tools and techniques.
• Basic knowledge of front end UI design preferred.
• Must have good problem solving and analytical skills.
• Must be a team player, having good communication skills in English, self-starter.

Qualifications

Eligibility Criteria:

• Candidate should be any graduate/post graduate in Computer Science or related degree program.
• Excellent communication & presentation skills.
• Freshers can also apply.
• Experience is preferred.

JOB LOCATION- NAVSARI-

• Back office administration and support personnel
• Good organizational skills
• These tasks may include, proofreading, providing support service to the team, data entry
• Multitasking & Clerical work

Responsibilities:

1. Identify and research new business opportunities and potential clients.
2. Support the implementation of business development and marketing strategies.
3. Conduct market research to understand trends, competitors, and customer needs.
4. Generate leads through various channels, including email, phone, social media, and events.
5. Collaborate with sales and marketing teams to create engaging content and promotional materials.
6. Attend business meetings, conferences, and events to network with potential clients.
7. Maintain accurate records of business development and marketing activities.
8. Provide regular progress reports and updates to the team.
9. Stay up-to-date with industry trends and best practices.

Qualifications:

• Pursuing or recently completed a degree in Business, Marketing, Sales, or a related field.
• Ability to work independently and within a team in a fast-paced environment.
• Strong organizational skills with the ability to prioritize and manage multiple tasks.
• Proficient in Microsoft Office Suite; familiarity with CRM software is a plus.

The Role

The Project Manager will be responsible for ensuring all projects are delivered using a ‘best-practice’ project delivery approach and are delivered within the agreed scope, time, cost and quality.

Deliver high-quality shippable products as per the scope of the program. He/She will understand the key requirements and scope of the project working with the Product Owner and Business stakeholders.

How You Will Make an Impact:

• Understand how the product works and how it is used by customers.
• Apply strong engineering principles to drive the development and delivery of the Hotfix and minor release. This role has the ultimate responsibility to manage customer satisfaction and team engagement.
• Technically hands-on and support and guide the team members in solutions to customers and driving the best engineering practices for developing software.
• Implement the Agile frameworks in its entirety in the capacity as a flow manager. Ensure the development teams are practicing the core agile principles
• Establish clear ownership for project tasks, ensure that team members have the tools needed and provide timely feedback.
• Report (or contribute in preparing the status report) to the Project Steering Committee as per the schedule and agreed-upon metrics. Track progress and review project tasks to meet project deadlines.
• Assess project issues and identify solutions to meet productivity, quality, and customer goals.
• Timely Interaction with customers on/ off-site to troubleshoot issues, suggests workarounds.
• Should be able to guide/work with the technical team for quicker resolutions and achieve productivity goals for the team.
• Should be able to drive initiatives for productivity and ticket resolution quality improvement.
• Work on providing innovative ideas to improve ticket closure quality.
• Should suggest functionality in the platform to provide ways to improve turn around time for tickets
• Should drive and provide efficient ways for resolution/fixes of common issues across the customers.
• Propose ways to reduce overall tickets, operational efficiencies, and features for product to reduce the support tickets
• Should suggest better implementation for product based on usage on Production
• Should be able to suggest/implement the optimum process for a ticket raised to fix on PROD cycle
• Propose optimum process across departments at interfacing points, do regular ticket analysis and fine-tune the process
• Work on increasing supportability to product, Lead on RED account working with various departments/stakeholders.
• Ensuring Ticket Hygiene with Goal of SLA adherence. Problem and backlog management
• Contribute to knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.
• Own large customers for day to day interactions with customers as required. Ensure SLAs are adhered to the accounts
• Ensure successful transition from SE, have regular connection with customers team management and attrition management.

People Management & Recruitment:

• Recruit and manage the team - Coach and Mentor the team members on career growth including performance management discussions. Be the evangelist for a high-performance culture
• Responsible for Resource planning & Optimization driving with utilization to timely deliverables.
• Should engage the team with team building and motivational activities.

What You Bring to the Team:

• 5-7years of solid experience in software product development. Should be in a manager role for at least 4+ years.
• Bachelor’s Degree in IT or Computers Engineering or equivalent degree in Computer Science
• Demonstrated understanding of Project Management processes, strategies and methods
• Experience mentoring, coaching and developing rising talent in the technology department
• Excellent time management and organisational skills and experience establishing guidelines in these areas for others
• Strong sense of personal accountability regarding decision-making and supervising department teams
• Experience working in a high-level collaborative environment and promoting a teamwork mentality 
• Managerial experience applying analytical thinking and problem-solving skills
• Ability to predict challenges and seek to proactively head-off obstacles 
• SCRUM, APM and other agile certificates will be nice to have

Technical Ability:

• Should have experience in transitioning projects (Development and Maintenance).
• Past experience in Building and Managing high-performance teams.
• Exposure to the SAP Platform
• Strong Working Experience in JIRA
• Should have prior development background along with current support role.
• Strong and proven background with experience in Troubleshooting on the Mobile platform
• Knowledge and/or experience with widely successful Agile techniques: Scrum and Kanban.
• Strong orientation towards Technical and functional aspects of the product.
• Strong influencing skills and ability to prioritize the backlog.
• Understanding of customer support processes and tools.

• Interacting with clients, solving problems and making sure the deadlines are met
• Proactively assessing, clarifying and validating client needs on an ongoing basis
• Leading and participating in implementation of new initiatives and ideas
• Preparing regular reports of progress and forecasts to internal and external stakeholders
• Coordinating with all the departments within the company like Creative, Business Development, Accounts, Operations, etc
• Coordinating with vendors, agencies etc. for timely delivery

Desired Candidate Profile

• Bachelor’s degree, MBA is an added advantage
• 1-2 years of experience from Edutech / Education Industry in a similar role
• Microsoft excel knowledge is must (vlook up, pivot table, data representation)
• Excellent communication skills (verbal and written)
• Strong business acumen, ethics and high integrity
• High comfort level in using online software platforms
• Ability to multi-task
• A positive attitude and ability to work well within a team    

The incumbent will be entitled to the following responsibilities:

• Work closely with the product team to identify research questions.
• Plan and conduct interviews, user surveys, card sorting, and usability tests to understand user needs and find relevant solutions
• Help define and refine user personas.
• Present and communicate insights in order to help shape long-term product strategy.
• Create use cases and flow diagrams, and define information hierarchies.
• Write compelling, user-friendly copy that guides the user and embodies the voice of the brand.
• Design and prototype elegant interactive solutions.
• Work within brand guidelines to create layouts that reinforce a brand's style or voice through its visual touchpoints.
• Collaborate with front-end developers to translate design appropriately.
• Provide support by participating in creative decision-making.

Requirements:

• Understanding of interaction design principles.
• A user-centric mindset.
• Attention to detail.
• Creative & analytical problem-solving approach, articulative, and rational.
• Ability to work in a fast-paced, hyper-collaborative work environment with grace. And someone who wants to make great products
• 3 to 4 years of experience as a UI-UX Designer or a similar role.
• Bachelor's, associate's, or relevant program degree in design or art-related field.
• Portfolio of high-quality work and project samples.
• Mastery of foundational design concepts and visual principles, especially for the digital world.
• Up-to-date knowledge of design/CAD software like Adobe XD, InVision, Sketch/Illustrator/Affinity, Photoshop, Figma, etc.

Location: Remote.