- Be trained and proficient in all DIS products and remain familiar with the DIS escalation matrix for internal coordination.
- Undergo training and remain compliant with the ticketing and helpdesk process, including billable/non-billable classification and finance team confirmations.
- Maintain complete and updated contact details for all client stakeholders, including client-side escalation matrices and points of contact.
Scrum & Product Ownership
- Own and manage the product backlog, ensuring clarity, prioritization, and alignment with business value.
- Ensure business requirements are clearly documented and communicated to technical teams.
- Work closely with Scrum teams to clarify requirements and remove blockers.
- Participate in Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
- Ensure delivered increments meet acceptance criteria and client expectations.
- Act as the primary point of contact for all project-related decisions.
New Project Responsibilities
- Identify currently installed DIS products and collect server, infrastructure, and agreement details from relevant teams.
- Obtain BRD/Agreement documentation and validate requirements for completeness, feasibility, and scope.
- Prepare the project implementation plan and secure official approval and sign-off from the client.
- Conduct daily stand-up calls with the internal technical team and weekly status updates with clients.
- Manage and track project progress using Odoo as the official project management tool.
- Facilitate Client UAT and obtain formal UAT and Live Sign-off.
- Perform a comprehensive handover to the Support Team, including documentation of customizations and system architecture.
- Send a Weekly Project Status Report to the PMO/COO every Monday before 9:30 AM, highlighting delays, risks, and exceptions.
Support Activities
- Review the helpdesk daily, monitor open tickets, and ensure prioritization based on SLA and severity.
- Coordinate with Tech Leads to resolve critical and high-priority issues.
- Follow up on effort estimation confirmations and validate deliverables against BRD/client requirements during UAT.
- Ensure UAT and Live sign-offs are formally documented and notify Finance upon receipt.
- Send Daily Support and Billable Item Reports to the PMO/COO every day before 9:30 PM.
Experience:
2–5 years
. Required Skills & Qualifications
- Solid understanding of Scrum/Agile methodologies.
- Excellent stakeholder communication and coordination skills.
- Ability to manage multiple projects and support activities simultaneously.
- Strong documentation and reporting skills.
- Experience with ticketing systems and project management tools (Odoo preferred).