Technical Trainer

 

Position/Responsibilities:
This position, reporting to the Manager of Education Services, is responsible for delivering, developing, and maintaining technical courses for the organization, channel partners, customers, and internal employees. Courses will be delivered in traditional lecture/lab settings, and, at times, on-line.

Responsibilities include:
Instruction

·         Teaching courses for customers, partners, distributors, and internal employees

·         Conducting train the trainer sessions

·         Working with fellow instructors to improve training materials and delivery

Course Development

·         Developing custom courses using and extending existing training curriculum

·         Working with subject matter experts to validate course design and content

·         Working with course developers and marketing to determine curriculum needs

·         Updating and maintaining existing courseware and labs

Other

·         Traveling 50% to 60% of the time

·         Working with the organization’s Technical Publications and Systems Engineering group to ensure consistency of product documentation and training materials, and to exploit opportunities for reuse of these materials

·         Investigating, developing, and implementing programs for alternative education channels for customers and strategic partners, such as online “webinars”, eLearning, and technical awareness seminars

·         Assisting in interviewing and selecting new technical trainers

·         Mentoring new trainers, and providing support to other trainers, especially those based off-site

·         Supporting sales by acting as a strong advocate for the products both inside and outside classes

·         Assisting engineers in product development by discovering and reporting bugs and requesting new features in company’s products

Desirable Skills and Experience

·         4+ years experience teaching technical material, preferably at the operating system level and below

·         2+ years experience developing technical training materials

·         5+ years experience in technical industry

·         Knowledge of systems administration, networking, client/server applications and hardware configuration:

o   Strong knowledge of systems administration in Linux/UNIX and Microsoft Windows operating systems

o   Ability to write scripts and simple programs

o   Good practical working ability with Linux and/or Windows utilities and applications

·         Experience doing and/or teaching one or more of the following: Linux/UNIX System Administration, Server Hardware Maintenance, x86 Hardware Configuration, Windows 2000+ Server Systems Administration, Storage Area Networks, Linux/UNIX Kernel Configuration & Tuning, Windows Server and Network Configuration

·         Experience using instructional design models, including:

o   Analyzing audience needs and tying them to business requirements

o   Designing and developing student and instructor guides

o   Creating tests and practical lab activities

·         Practical knowledge of modern electronic education delivery channels (eLearning) and systems (learning management systems)

·         Excellent written and oral communication skills

·         Project management experience, preferably with large educational projects

 

TEAM MANAGER

For one of the TOP IT Company based out of Bangalore

The Role

This position is responsible for supervising and enhancing the performance of a team of Support Engineers, including the areas of customer satisfaction, technical expertise, and timeliness of support delivery.

The Team Manager will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and one-on-ones that focus on improving customer satisfaction, communication skills, and technical ability.

Responsibilities:

The Team Manager will interact with customers with regards to case progress and handle politically hot or dissatisfied customers. The person will be responsible for achieving a high level of customer satisfaction at both the team and organizational level.

The Team Manager will lead, schedule, coordinate, meetings, and projects relevant to the team and unit; as well as address daily issues that affect support at the team and the unit levels. The person will lead and interact about support issues on a cross-site and/or cross-unit basis, as well as conduct employee performance reviews/evaluations, besides conducting regular career planning sessions with employees.

Candidates Profile

·         At least 2-3 years of experience of leading teams/ managing team performance with strong focus on customer service and having overall experience of 8-13 years in similar industry

·         Strong Customer handling skills

·         Knowledge of Microsoft technologies or relevant programming languages.

·         Advanced communication and problem solving skills

·         Should have worked in a global environment

·         Knowledge of Quality initiatives such as COPC or Six Sigma would be desirable

Critical Exposure areas:

·         Manage & develop a team of Support Engineers to deliver the highest level of customer satisfaction

·         Assist teams in training and development as well as technical coaching and mentoring.

·         Interact with customers on a regular basis to enhance customer experience

·         Drive and implement changes to develop people and take accountability of daily issues that affect service delivery. 

·         Manage Metrics and ensure process adherence

Reporting to: Group Manager

The position requires working in NIGHT SHIFTS and provides VOICE-BASED SUPPORT

 

 

 

 

Consultant - Applications

For Worlds leading Product Based Organization

Work Location  : Mumbai

 

The Role – Consultant:

 

The role is a mix of advanced technology and business acumen. The Developer Consultant helps customer/partner account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing projects. To accomplish this, Developer Consultants must be effective in fostering executive level relationships. When asked, consultants help translate business or application development requirements into technology requirements for inclusion in contracts and/or statements of work.

 

Responsibilities:

 

Define Vision & Scope, Create Design & Architecture

·         Maintain a breadth of knowledge in a market sector, of industry standard frameworks and architectures as well as demonstrable technical expertise in deploying .NET solutions and related MS technologies

·         Define requirement with engagement Manager.

·         Understand customer environment & gather business requirement.

·         Research Technical Aspects & Best Practices.

·         Map technical information to customer’s context.

·         Develop architectural design document based on existing sample or new requirement.

 

Project Plans & Execution

·         Identify customer required deliverables & all tasks for the project.

·         Create high level plan & estimate timelines & resources.

·         Meet with internal & partner resources to get feedback & commitment to the project plan.

·         Develop the detailed project plan.

·         Execute the project and augment the project team with your technical depth and expertise.

·         Mentor the customer and partner team members of the project to achieve project goals.

·         Monitor & adjust estimates to integrate new constraints.

·         Conduct project closeout meetings.

 

On-going Advice & Knowledge Transfer to Customer

·         Study technical books, internet content, magazines, internal & external sources to build knowledge base & gather best practices.

·         Respond to customer needs by email, phone calls & one to one meetings.

·         Prepare documentation as needed.

 

Presentation & Trainings to Customers & Partners

·         Identify Customer needs.

·         Research knowledge base & collect reference materials.

·         Prepare customized presentations or Trainings materials.

·         Give presentation or training.

·         Gather feedback & fine tune.

 

Contribute to Internal Knowledge Management System

·         Capture all the field learning on a project & document the same in the format required.

·         Ensure all assets created on a project – Design document, Vision scope document, Architecture Document , Sample code etc is submitted to the internal knowledge management system.

·         Provide constructive feedback for all the assets downloaded from the internal knowledge management system.

 

Candidates Profile

ü  9+ years work experience in Consultancy, Architecting, Design, Deployment and/or support of software-related products or services, in a Microsoft-based large-scale Enterprise environment.

ü  Advanced level of knowledge in  .NET Frameworks, C#, ASP.NET, MOSS/BizTalk, SQL, XML Technologies and Web Services

ü  Good knowledge of MS Products such as Win2003/2008 Advanced Server, SQL Server 2005/2008, BizTalk Server 2006/2009, MOSS 2010, Office System, COM+, .NET Framework 3.5/4.0, TCP/IP and general networking and Active Directory is required.

ü  Ability to communicate with the appropriate audiences at all levels of an organization in a technical context.

ü  Project Management Experience would is desirable

ü  Bachelors degree in Engineering  – BE, BTECH or Equivalent.

ü  Industry Certifications like MCSD, MCDBA, MCAD.

 

 

Consultant - Applications

For Worlds leading Product Based Organization

Work Location  : Mumbai

 

The Role – Consultant:

 

The role is a mix of advanced technology and business acumen. The Developer Consultant helps customer/partner account teams identify, pursue and close strategic business development opportunities while continually driving add-on business within existing projects. To accomplish this, Developer Consultants must be effective in fostering executive level relationships. When asked, consultants help translate business or application development requirements into technology requirements for inclusion in contracts and/or statements of work.

 

Responsibilities:

 

Define Vision & Scope, Create Design & Architecture

·         Maintain a breadth of knowledge in a market sector, of industry standard frameworks and architectures as well as demonstrable technical expertise in deploying .NET solutions and related MS technologies

·         Define requirement with engagement Manager.

·         Understand customer environment & gather business requirement.

·         Research Technical Aspects & Best Practices.

·         Map technical information to customer’s context.

·         Develop architectural design document based on existing sample or new requirement.

 

Project Plans & Execution

·         Identify customer required deliverables & all tasks for the project.

·         Create high level plan & estimate timelines & resources.

·         Meet with internal & partner resources to get feedback & commitment to the project plan.

·         Develop the detailed project plan.

·         Execute the project and augment the project team with your technical depth and expertise.

·         Mentor the customer and partner team members of the project to achieve project goals.

·         Monitor & adjust estimates to integrate new constraints.

·         Conduct project closeout meetings.

 

On-going Advice & Knowledge Transfer to Customer

·         Study technical books, internet content, magazines, internal & external sources to build knowledge base & gather best practices.

·         Respond to customer needs by email, phone calls & one to one meetings.

·         Prepare documentation as needed.

 

Presentation & Trainings to Customers & Partners

·         Identify Customer needs.

·         Research knowledge base & collect reference materials.

·         Prepare customized presentations or Trainings materials.

·         Give presentation or training.

·         Gather feedback & fine tune.

 

Contribute to Internal Knowledge Management System

·         Capture all the field learning on a project & document the same in the format required.

·         Ensure all assets created on a project – Design document, Vision scope document, Architecture Document , Sample code etc is submitted to the internal knowledge management system.

·         Provide constructive feedback for all the assets downloaded from the internal knowledge management system.

 

Candidates Profile

ü  9+ years work experience in Consultancy, Architecting, Design, Deployment and/or support of software-related products or services, in a Microsoft-based large-scale Enterprise environment.

ü  Advanced level of knowledge in  .NET Frameworks, C#, ASP.NET, MOSS/BizTalk, SQL, XML Technologies and Web Services

ü  Good knowledge of MS Products such as Win2003/2008 Advanced Server, SQL Server 2005/2008, BizTalk Server 2006/2009, MOSS 2010, Office System, COM+, .NET Framework 3.5/4.0, TCP/IP and general networking and Active Directory is required.

ü  Ability to communicate with the appropriate audiences at all levels of an organization in a technical context.

ü  Project Management Experience would is desirable

ü  Bachelors degree in Engineering  – BE, BTECH or Equivalent.

ü  Industry Certifications like MCSD, MCDBA, MCAD.

Competitive Strategy Manager (Application Platform)

For world’s leading product based organization

Work Location   : Gurgaon

 

Job Profile:

 

The focus of this position is on articulating and help sell the value proposition of organizations Application Platform. The core responsibility includes assisting the organizations sales teams in winning competitive opportunities.

 

Key Responsibilities:

·         Analyze competitive developments and brief subsidiary leadership

·         Analyze market trends, develop insights and build relationship with Influencers and Analyst community Assist salesforce in winning competitive engagements in line with segment/business goals

·         Work with BGs to define/articulate competitive value proposition

·         Deliver customer-facing presentations with high satisfaction scores

·         Prioritization of competitive threats to focus (defining the right “signal-to-noise” ratio), identification of key levers investment as part of the competitive execution strategy, engagement of appropriate level of regional/corp resources in competitive situations

·         This position will drive impact at the subsidiary level, specifically EPG PS and SMS&P groups.

·         Defining competitive strategy is a key aspect of the role

·         Design and collaborate with BG’s on compete campaign planning and execution.

·         Globally standard procedures for competitive sales engagements (CompHot, Customer Advocacy & Technology Management Team (CATM) etc.) + Processes around CSI will serve as template to emulate

·         Help with overall compete rhythm – MBU updates, MYR updates etc. and help with building compete operating discipline in the sub.

·         Key influencers- Segment management/sales teams

Engage with Partner community to help drive mindshare and strategic direction on adoption of organizations application platform

 

Experience & Knowledge Experience:

ü  Engineering/IT + training/certification related to Application platform (DBMS, middleware etc.)

ü  Atleast 7-10 yrs of previous exp- Customer & partner facing experience, account-level technical engagement, working with sales force

ü  Strong & demonstrated understanding of application platform technologies/solutions.

GROUP MANAGER

For one of TOP IT Company based out of Bangalore

Purpose:

This position is responsible for managing all aspects of the service delivery operations, customer interaction and working with peers to drive strong people management and implement quality initiatives at organization. The role is also responsible for developing an organization prepared to handle people and business growth, group level financial responsibilities and regular business change, while delivering responsive and quality support services to all customer segments.

Responsibilities:

Customer Interaction:

·         Analyze and incorporate customer feedback and statistical quality and quantity metrics into all areas of service delivery planning

·         Manage all "executive escalations" and work with the critical problem resolution group as needed

·         Manage critical problem resolution relationships, content teams and product improvement efforts to ensure product and support needs are being addressed

·         Own business reviews made to senior management on a monthly/quarterly basis to represent the state of the business and its challenges.

Service Delivery Management:

·         Define, develop and implement highly successful service delivery strategies and programs in conjunction with the related stakeholders to ensure consistent cross-site, and international support that map to organization's overall corporate goals

·         Develop, define and implement service delivery strategies to meet the support needs of customers of technology across multiple sites along with coordinating worldwide service delivery with regional support centers

Financials:

·         Drive utilization across the service delivery organization in compliance with the goals.

·         Manage the overheads in the business and ensure that there is optimum usage of a Manager’s span in terms of headcount.

·         Create yearly hire plans and manage staffing to meet service delivery productivity goals for respective products and services

·         Manage a travel budget for the organization.

People Development:

·         Be directly accountable for developing team managers and top quality support personnel that can provide technical leadership to the cluster

·         Responsible for performance management and evaluation, career development and all group employee compensation changes

·         Manage hiring and readiness for all employees in the organization – partnering with internal as well as external partners.

·         Manage and maintain high levels of employee satisfaction and commitment

Experience/Education & Requirements:

·         Minimum of 10 years of experience in a management position in a technology environment with 5 years of people management experience

·         Managing a full unit financial budget and P&L

·         Effective negotiation skills across culture, distance & proven ability to handle difficult & sensitive situations involving the most critical & politically charged situations

·         Excellent communication (both written & verbal presentation) skills in English

·         Proven ability in managing, motivating & retaining quality staff

·         Experience on organization change management

·         Experience in managing a virtual team

·         Ability to demonstrate business leadership across global and regional stakeholders.

Personal Characteristics

·         Active team leader

·         Achieves results that are highly dependent on collaboration, leadership & the ability to effectively balance short & long-term needs on a broader scale

·         Creates team plans & schedules that span multiple products or cycles

·         Articulates clear vision & generates enthusiasm within group

·         Able to suggest multiple solutions to major, complex problems

 

 

 

 

Delivery Head - Cards & Payments

For one of the TOP IT Services Company based out of Chennai

Domain Experience

·         Must have worked on any major Credit card / Payment product for a large client.

·         Must have in depth knowledge of acquiring or issuance side of Cards Business.

·         Must be involved in building domain competencies and capabilities within organization.

·         Must have owned the RFP for a large client on Cards and Payments related work with minimum TCV of USD 5 Million.

·         Should be able to guide / Challenge the team on functional requirement / response.

·         Should have been involved in end to end delivery of Cards and Payments for last 5 years.

Delivery

·         Should have experience in Understanding and Owning SLAs and penalties for Cards and Payments Accounts.

·         Should be able to Identifies and assembles appropriately skilled resources to meet project/program needs and requirements, including sub-contractor selection

·         Should have experience in Proactively assessing account/program level risks on a continuous basis and implements contingency measures

·         Should have experience in Overseeing project/Program requirements, scope and change management issues and ensures issues are proactively surfaced and resolved

·         Should have experience in Initiating/participating in program level reviews.

·         Critical thinking and decision making skills

·         Self-driven and self-motivated, can-do attitude

·         Results oriented, able to handle multiple projects and priorities simultaneously

·         Able to work under pressure and meet deadline requirements, complementing a proactive and flexible approach with a resilient and results oriented nature

·         Proven ability of managing large teams of at least 200 people

Client

·         Ability to Ensure client satisfaction by managing all aspects of delivery

·         Ability to ensure adherence to legally binding requirements and client's long-term goals

Financials

·         Ensures that the target Gross Margins are achieved

·         Provides sign off on all proposals for delivery perspective

·         Monitors and controls the resource utilization under the organizational guidelines

People

·         Ability to build a strong leadership team

·         Ability to mentors and trains Project Leads/Managers in Project Mgmt methods, procedures and activities  

·         Ability to builds strong culture within the team that reflects Organization values

·         Ability to conduct Performance Assessments for team using organizational performance management guidelines and provides inputs for IDP and supports its execution

·         Makes effective contribution to organizational activities such as training, interviews, new initiatives, etc

·         Employee Retention

·         Meeting the Gross Margin as agreed