Delivery Manager/Product Ops Delivery Engineer (GovTech) #120

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

Responsibility:

• Coach internal development team, to apply Agile principles and practices to deliver business value.
• Evaluate and recommend agile software engineering practices to the team.
• Remove impediments or guide the team to remove impediments.
• Build a trusting and safe environment where problems can be raised without fear of judgement, with an emphasis on problem solving.
• Improve transparency, radiate information and over-communicate.
• Improve the velocity of the development team, at a sustainable pace for the team.
• Educate and support the Product Owner, especially with respect to product backlog refining, vendor management and internal stakeholder management.
• Adhere to the Agile Software Development Manifesto.

Experience and skills needed:

• Min 3 years working experience in an agile environment as a full stacked developer or technical lead.
• Certified Scrum Master with at least 2 years' experience in a Scrum Master or equivalent software delivery role.
• Excellent stakeholder engagement and communication skills.
• Working experience with Atlassian products will be an added advantage.
• Working knowledge of Scrum, LeSS and Kanban will be an added advantage.
• Working knowledge of design thinking and workshop facilitation will be an added advantage.
• Degree or Diploma in Computer Science, Computer or Electronics Engineering, Information Technology or related disciplines.

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