Product Ops Delivery Engineer

Job Description

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 (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. May also 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 Product Manager (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.
• 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.

About Virtusa

Teamwork, quality of life, and professional and personal development are values that Virtusa is proud to embody. Joining us means becoming part of a team of 27,000 people globally who care about your growth and seek to provide exciting projects, opportunities, and work with state-of-the-art technologies throughout your career.

Great minds and great potential come together at Virtusa. We value collaboration and the team environment of our company, providing great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, not discriminating based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying disability, national origin, veteran status, or other legally covered bases. All employment decisions are based on qualifications, merit, and business need.