Bangalore, Karnataka, India Apply now Savesave Technical Advisor to job cart
- Job number804521
- Date postedApr 27, 2020
- Travel0-25 %
- Role typeIndividual Contributor
- Employment typeFull-Time
An Engineer TA is a service delivery focused subject matter expert. They are responsible for incident metrics such as FDR and for providing in-depth technical SME expertise for one or more services or scenarios. Their primary accountability is to the engineers in their sub-team, focusing on the higher volume services, but they are expected to contribute to technical expertise and issue resolution globally. Daily activities are focused on support incidents and individual engineer technical mentoring, comprising of tasks such as sub-team case reviews, ICM engagements, and PG triages.TAs should generally not own cases, but there may be exceptions such as executive escalations. TAs should review new incoming cases to provide proactive guidance and be available for collaboration requests. TAs cannot be experts in every technology in a pod, and as such they should collaborate closely with their peer Engineer TAs and Service TAs to ensure global SME coverage and engineer assistance.This document provides high level guidance and direction for TAs but omits tooling and implementation specific details as each team or region may need to adjust to fit business needs or current processes.
These are the TA’s primary responsibilities and should take up most of their time daily.
1. Sub-team triage and case review. Coordinate regular case review and communications with your sub-team. This could be a daily conference call, an open Teams chat, or any other form of regular collaborative conversation where the TA is proactively reviewing cases for progress and engineers can raise questions on any case they own.
a. Drive towards FDR for all cases [24 hours old.
b. Review aged or high labor cases
2. Proactive Incoming Case Review
a. Add notes to provide guidance or resolution
b. Assist with efficient case assignment, such as assigning easy cases to new engineers, or niche issues to specific SMEs.
3. Product Group Triages. Attend triage meetings with the product teams and support engineers to promote problem resolution of support incidents. Coordinate with Service TA and other Engineer TAs to manage and schedule these triages.
4. SME Collaboration.
a. Reactive Collaboration Requests. Be available for informal walkup/IM requests from engineers. Join conference calls with customers if needed.
b. SME Collaboration Process. Be active in your pod’s SME collaboration process to help contribute your SME expertise to the global team and foster a collaborative and open culture. Deliver clear resolutions or action plans, along with details such as logs and analysis to contribute to knowledge sharing. Provide guidance on when to file EEE tasks or ICMs.
5. ICM Review. Review any existing ICMs and engage with Product Group teams and EEE as needed to ensure progress.
6. Collaboration/Handoff of urgent issues between regions/timezones. Support engineers are responsible for 24×7 handoff of high severity issues, but TAs should help ensure ongoing TA engagement when there is continuing TA effort required.
a. If a TA in the next timezone can continue adding value to a case and make progress towards FDR, then the TA at end of shift should send a request to their peer TAs.
b. TAs across regions should have a mechanism in place to discuss emerging issues, pending TA tasks, etc.
These are the additional activities that TA’s should work. All of these activities are within the TA’s core responsibilities, and if the TA does not have bandwidth then we should consider adding additional TA headcount. These activities are all proactive and global in nature, and TA’s in different regions should work together to collaborate and divide the responsibilities as appropriate.
1. Engineer Mentoring. Mentor in day to day activities and 1:1 meetings with the engineers on the sub team. This should focus on technical and engineer experience mentoring while the M1 provides soft skills mentoring.
2. Engineer Readiness.
a. Identify gaps in sub-team engineer knowledge and help provide training resources or individual instruction to fill the gaps.
b. Help identify broad training gaps and communicate them to the TA community and Service TA.
c. Contribute to global readiness efforts for areas where you are the SME. This could be creating and delivering a brownbag, providing material for new hire training, helping build certification exams, or any other knowledge sharing activity.
3. TA Partnership. Collaborate with fellow Engineer TAs and Service TAs in the business to communicate observations and resolutions to support trends, training gaps, tool needs and other business obstacles.
4. Supportability improvements. Work with PG, SPMs, and Service TAs to improve our support capabilities. This includes things such as documentation updates, ASC feedback, providing technical insights to SPMs, etc.