Delivery Manager

The Product Ops Delivery Engineer will focus on the standard industry product delivery scopes 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 (Nucleus), 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 a government cloud environment.