Responsibilities:

- Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
- Partner with the SDM and CSS Training teams (CSS L&D; and WWL) to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
- Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to measures)
- Readiness Content (identify need for and create content; contribute to readiness efforts where you are the 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 w/SPM.
- Release Management and Deployment for DP (ensure it happens, don't own directly)
- Focus on the quality of engagement, working with the DP Quality team
- 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.
- Participate in Technical & SME Interviews for Current PTA Hires
- Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

Success Measures:

- Customer Satisfaction meeting and exceeding all targets as set in SoW for DPs
- Tech & SME Skill Gap Reductions
- DP Process & Delivery Standards Compliance
- Team Evolution / Overall Readiness
- Handle 95% of escalations to PTA team without intervention from Internal teams except for Bugs and product defects
- Manage ICM/Bug Creation to SLAs

Qualifications:

- Minimum 5 years hands-on experience in Power Platform systems.
- Experience in SaaS product support or web frontend development and QA; Familiarity with programming languages such as C# and Python; Knowledge of database technologies such as SQL Server/Oracle.
- Excellent Communication Skills: verbal, listening and written.
- Experience in customer facing service role in any capacity.

📌 PTA Power Platform (Secunderabad)
🏢 Launch IT Consulting
📍 Secunderabad