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.
As per company nows
