Responsibilities

Core (all people in this role perform these duties; depending on tenure some duties may be minimal

• Provide technical and SME coaching for Delivery Partner (DP) Engineers, Advocates
• Partner with the Support Delivery Manager (SDM) and CSS Training teams to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
• Own case management duties (incoming inspection, escalations, tech reviews, triage, wellness, reduced time to... measures)
• Provide Readiness Content (identify need for and create content; contribute to readiness efforts where you are the Subject Matter Expert (SME))
• Manage collaboration activities (reactive, proactive, cross-team for complex cases, overall process)
• Contribute to Supportability activities (case analysis and case pattern recognition, deflection initiatives, and other Supportability improvements working with Stakeholders like Supportability Program Managers)
• Release Management and Deployment for Delivery Partners (ensure it happens, do not own directly)
• As a technical, program SME, collaborate with all stakeholders to identify and recommend technical, program process and tool opportunities, leading with innovation within their scope and prioritizing needs when beyond.
• Provide Frontline Technical or Sales Operations Oversight to Delivery Partners

Optional (people in this role may perform these duties, can vary by line of business)
• Provide Frontline Operations Metrics Oversight
• Participate in DP ROB (WBR, QBR, MBR)
• Participate in Product Group Triages (coordinated with Eng. and Service TAs)
• Approval of escalations to product group on behalf of DP (known as ICMs, Bugs or similar – varies by SBU)

Drive Down Speed or Time to Competency for DP Resources
• Participate in Technical and SME Interviews for New PTA Hires
• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)
• Run Non-Top Box and Deviation Analysis (including Approval)
• Lead or participate in building communities with peer delivery roles (SEE, EE, EEE, TA); may be workload or specialty specific. 

Qualifications

The ideal candidate will be required to have a Technical Degree or adequate practical background on the following Technologies:

• Strong knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014 /2016 /2017 /2019 at administrative level (Installation, index and table maintenance, backups etc.)
• Strong knowledge of Microsoft SQL Server 2008 R2 / 2012 / 2014/2016/2017/2019 at dev level (SQL language, Stored Procedures, etc.)
• Good Windows Operating System background on Threads, Processes and Memory Management (Heap, Stack, Virtual Memory)

Additional skills on one of the following technologies will be considered a big plus:• Windows Clustering
• Debugging / Creating and Reading memory Dumps
• Basic Programming skills with Python, R, C# or VB.Net
• Good Knowledge of .Net Framework
• Cloud knowledge (AZURE)
• A Microsoft certification (MCSE or MCSD) is also considered a plus.
• Excellent understanding of Database concepts and deployments
• Experience supporting or maintaining complex mission critical database solutions, RDMS technologies, and/or SQL language
• Strong problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions
• Excellent Communication Skills - verbal, listening, and written (including technical writing).
• Passion for technology, lifelong learning and professional development.
• Experience in one or more of these areas desirable
• Experience supporting Azure or other cloud-based solutions
• Microsoft certifications in data platform or Azure technologies
• Experience troubleshooting distributed solutions
• Experience troubleshooting Open Source Databases like MySQL, Postgre SQL, etc.,
• Basic Networking (TCP/IP communications, UDP, OSI model, DNS, firewalls), Storage and Platform troubleshooting skills
• Good knowledge of writing applications that use data access technologies (i.e. ADO, ADO.NET, ODBC, OLE DB, and any ORM frameworks against RDBMSs like Microsoft SQL Server, Oracle, Sybase, MySQL)

Language Qualification
English Language: fluent in reading, writing and speaking.