The central focus for excellent workplaces is the quality of working relationships between people who work in them. There are many important dimensions to building excellent workplaces, however, it is relationships that link these factors together.
|Technical / Engineering||Band||L2|
|CAPEX||n/a||Market Role Title||Technology Specialist (ILM)|
|Yes||Reporting To||Team Lead|
|Online (direct_IN)||Location(s)||India, Bangalore|
|What is the mission of the role?|
|Mission||You are expected (through your processes & activities) to deliver world-class customer experience.
Mission: The purpose of the role is to implement and troubleshoot ILM products of 22by7 customers either on-site or remotely. Preparing Plan of Action (PoA), Scope of Work (SoW), and implementation documents. Carry out the technical activities thus ensuring Customer Satisfaction.
|Who are your key stakeholders?|
|Internal||To achieve the outcomes of the role, you key transactional stakeholders internally are:
|External||You will be expected create strong positive relationships with the customers you work with, in a capacity to help the organization service them better.|
|What are you accountable for?|
|You are accountable for end-to-end solutioning for client needs, including documentation, implementation, deployment & reporting.|
|Core Capabilities / Technical Skills||Technical Descriptors|
|Domain knowledge & expertise||Market
Product (Technology) Customer Competition
|Communication skills||Listening and understanding
Clear articulation of technical issues/needs Relationship building
Art of probing / questioning Establishing trust & credibility
|Planning & management||Success at multiple deliveries On-time delivery|
|Qualifications / Experience|
|Potential barriers to success|
|Unable to listen & understand customer grievances Unable to adapt to differences
Blocked personal learner Poor communicator
Lack of initiative
Not able to work autonomously
|The following roles are likely to lead to this position:
Storage Engineer, Technical Engineer, ILM Engineer
|What can this role develop into?||Suggested Development Experiences|
|What are the possible roles for progression?
Technical Lead, Pre-Sales Consultant, Technical Advisor, Product Specialist
|Consistency in on-time deliveries.
Strong relationships with internal & external stakeholders.
Successfully overachieving in a high-performing team.
|Customer Focus||Leadership Capabilities||Descriptors|
|Customer Focus||A constant desire to understand customer needs, whether expressed or latent. Phenomenal customer experience delivery, to world-class standards.|
|Strategic Leadership||Strategy & Innovation||High clarity on company’s vision and mission, path forward, communicates with great pride the company’s vision and mission to people, role models company’s values, assess business risk associated and plans for emergency, very futuristic and displays hunger for new technology and next new thing which will take business to the new level.|
|Lead & Manage Change||Welcomes new ideas, easy with experimenting, provides an environment which uphold creative thinking, problem resolution, lateral thinking process etc. Throws challenges to the team, ensures team scales up continuously and fights with comfort. Tests the team’s agility and adaptability. Ensures that the team does not stagnate.|
|Results Leadership||Collaborate & Connect||Works well with others. Taps into relationships and networks. Actively builds an understanding of others’ perspectives.|
|Translate Strategy into Action||Persistently encourages people to continuously improve delivery of outstanding results.
Solves difficult problems in a timely and effective way. Anticipates and overcomes obstacles and roadblocks.
|Interpersonal Leadership||Clear Communicator||Effortlessly able to communicate the vision, mission and goals of company to the team including their responsibilities and expectations, very candid about the objective, path and result, ensures the 360-degree flow of any kind of communication, clearly communicates the direction in which the team has to go.|
|People Champion||Clearly understands the team strength, thresholds and limitations, understands the team members emotional wellbeing, provides focus to the team, leverages on the strength ofthe team to realise the maximum productivity, ensures positive engagement of each team member, manages negative communication, builds team trust, demonstrates the ownership and adhere to timelines, includes every team member, develops people and takes team to the next level, championsdiversity.|
|Advocacy & Values|
|Advocacy||“I like to be positive” | “I am a problem solver” | “Quality of work is never compromised” | “I am always on time” | “I like organizing my work & simplifying processes” | “I want to be a leader” | “I want to be assertive & proactive”|
|Values||Honesty, Integrity, Teamwork, Innovation, Trust, Care, Compassion & Fun!|
Role- A trainee engineer is supposed to learn the technology, handling of tickets, documentation and start getting involved in the activities. Gradually starts taking remote calls/session, visit client site along with a senior engineer. Thus creating customer experience. The engineer continues to get into implementation team- understand Scope of work and deploy projects. This will require the engineer to travel in field to the client site in Bangalore or outside (depends on the scale of project). Should be open to stretch and to extensive learning.
|1||Job Knowledge and Application|
|Is aware and informed about his role and responsibilities. He/She possess the skill sets required as per the role and exhibits a clarity a of thought. He/She is able to think through the isuues as per the ticket assigned and is able to come up with desired sets of solutions and approach. He/She is able to analyse correctly and present a solution to the customer.|
|Understanding Customer Requirement|
|Understanding and Analysis of the issue|
|Actual resolution and communication to the customer under senior’s supervision|
|Close the call/ticket with the customer|
|Learn taking remote and start doing it|
|Learn taking calls, start interaction with client gradually in 6 months time|
|3||Customer Satisfaction and Experience|
|Take customer feedback after Ticket Handling|
|Creating Customer experience|
|4||Learning & Development|
|Learn the technologies|
|Learn the process|
|Learn the documentation|