PTA Power Platform

Responsibilities:

• Provide technical & SME coaching for Delivery Partner (DP) Engineers/Advocates
• Partner with the SDM and CSS Training teams (CSS L&D and WWL) to address any readiness gaps, ensuring findings and remediations shared across Delivery Partners and LOBs, as applicable.
• Case management duties (incoming inspection, escalations, tech reviews/triage, wellness, reduced time to measures)
• Readiness Content (identify need for and create content; contribute to readiness efforts where you are the 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 w/SPM.
• Release Management and Deployment for DP (ensure it happens, don't own directly)
• Focus on the quality of engagement, working with the DP Quality team
• 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.
• Participate in Technical & SME Interviews for New PTA Hires
• Direct Customer Contact (to support frontline engineers, periodic case ownership to maintain technical expertise)

Success Measures:

• Customer Satisfaction meeting and exceeding all targets as set in SoW for DPs
• Tech & SME Skill Gap Reductions
• DP Process & Delivery Standards Compliance
• Team Evolution / Overall Readiness
• Handle 95% of escalations to PTA team without intervention from Internal teams except for Bugs and product defects
• Manage ICM/Bug Creation to SLAs

Qualifications:

• Minimum 5 years hands-on experience in Power Platform systems.
• Experience in SaaS product support or web frontend development and QA; Familiarity with programming languages such as C# and Python; Knowledge of database technologies such as SQL Server/Oracle.
• Excellent Communication Skills: verbal, listening and written.
• Experience in customer facing service role in any capacity.