Project Lead, Support Job at Tyfone

Job Description

At Tyfone, the Product Support team maintains our digital banking products with an AI first focus. As a Project Lead you will be expected to triage and manage incoming support tickets and keep the client posted, provide technical and managerial leadership for the Product Support division. You should work with the Product Support team to plan the support/maintenance releases and guide the team as per the plan.

Job Responsibility

Daily triage of incoming tickets
Lead and manage post roll-out support of complex and high priority projects
Responsible for understanding the product, planning, and monitoring the work, keeping track of support/maintenance releases and resource availability
Effectively communicate the plan to the team and get a buy-in before starting the development work
Interface with the various internal teams as needed to analyze the requirements, assess the technical feasibility of various customer requests and issues
Providing release status updates to customers and Tyfone Management
Handle the team dynamics and conflicts efficiently without losing the focus of delivering the committed work
Complete project life cycle management
Triaging of incoming tickets
Planning & development
Progress tracking
Maintaining committed SLAs
Identifying risks and risk mitigation planning
Release planning
Ensuring that quality guidelines and recommendations are met
Prepares and presents the progress report to the management team
Documentation
Prioritizing and scheduling maintenance releases. Grooming backlog tickets and planning sprints
Keeping track of support/maintenance releases and resource availability
Facilitate release readiness reviews, go/no-go meetings, and post-release retrospectives

Requirements

Good and effective communication and leadership skills
Good interpersonal skills to be able to relate with people or personnel from different units of the company
Should be AI focused
Good understanding of Jira, Salesforce and SDLC
4+ years of work experience which should include Developing and/or leading the development/support of medium to large web/mobile applications
1 -2 years of experience in leading cross-functional teams and managing multiple projects end-to-end
Certifications in Agile methodologies/PMP is desirable
Excellent numerical, analytical, and problem-solving skills
A good understanding and experience in building a different type of software applications (web, mobile)
A good understanding of various technology stacks (ex: Java, PHP, JSP etc.)
A good understanding of the importance of usability and design for building a good product
Familiarity with JSON, XML, JavaScript, HTML5, RESTful APIs, RDBMS concepts will be helpful
Excellent understanding and experience of Agile Development process (Scrum) is a must
Experience in understanding of handling issue/bug triage
Experience managing multiple priorities and deadlines in a dynamic environment
Graduation in Computer Science

Nice to have

Experience with online and mobile banking applications
Fintech experience at a multinational with US customers is strongly preferred
Tyfone is an AI driven organization. The candidate must be well-versed in leveraging AI tools. Especially in analyzing and triaging incoming tickets
Experience with scripting languages (e.g., Python, Perl)

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Project Lead, Support

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