The Product Ops Delivery Engineer will focus on the standard industry product delivery scopes with specific to the following areas to enhance operational efficiency and support product scalability:
1. Product Operations & Support
• Analyze and categorize user requests, inquiries, and user-related support tickets, including billing ops and billing adjustment.
• Housekeep existing product tasks and operational escalation tickets in Jira boards and email.
• Manage day-to-day user inquiries, feedback, and support tickets across agencies, TechOps, and cross-functional teams such as WoG ICT Infra (Nuclues), SEED/TechPass, BizOps/CSTACK, etc.
• Assist in refining and updating technical documentation for GCC Hosting Models, working across engineering and operations teams to consolidate feedback and integration points across Cloudscape, GCSOC, SHIP-HATS, TechPass/SEED, APEX, CSTACK, etc. Also may have to work with various CSPs on aligning their features with GCC Hosting Models.
2. User Engagement & Testing Support
• Assist in user testing and coordinate user sessions with selected internal and external users to gather feedback on product usability and improvement.
• Gather user feedback and submit user request and feedback improvements for prioritization.
• Collate monthly product numbers across Cloud Service Providers (CSPs) for product scorecard reporting.
3. Backlog Grooming & Feature Support
• Support PdM with the affected feature request intake, prioritization, and backlog management to ensure alignment with product strategy.
• Assist PdM in product-related task coordination across developers, operations, UI/UX, and QE teams throughout the product lifecycle.
4. Content & UI/UX Support
• Facilitate and support creating and maintaining simple user manuals, guides, and product-related content.
• Preferably stay updated with the latest web technologies and UI/UX trends to propose UI/UX improvements.
5. Cloud Network & Technical Knowledge
• Have a basic understanding of cloud network routing and cloud resource deployment to provide informed operational support.
• Develop skills in user validation testing and technical writing for user documentation and manuals.
• Preferably have previous work experience in government cloud environment
Responsibility:
Coach internal development team, to apply Agile principles and practices to deliver business value
Evaluate and recommend agile software engineering practices to the team
Remove impediments or guide the team to remove impediments
Build a trusting and safe environment where problems can be raised without fear of judgement, with an emphasis on problem solving.
Improve transparency, radiate information and over-communicate
Improve the velocity of the development team, at a sustainable pace for the team
Educate and support the Product Owner, especially with respect to product backlog refining, vendor management and internal stakeholder management
Adhere to the Agile Software Development Manifesto
Experience and skills needed:
Min 3 years working experience in an agile environment as a full stacked developer or technical lead
Certifed Scrum Master with at least 2 years' experience in a Scrum Master or equivalent software delivery role
Excellent stakeholder engagement and communication skills
Working experience with Atlassian products will be an added advantage
Working knowledge of Scrum, LeSSand Kanban will be an added advantage
Working knowledge of design thinking and workshop facilitation will be an added advantage
Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology or related disciplines
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Delivery Manager/Product Ops Delivery Engineer (GovTech) #120