Roles & Responsibilities
We strongly believe that we can deliver lot more with smaller teams compared to larger teams, if done right. Keeping that belief as the fundamental, we've kept the team very lean and agile with almost a flat hierarchy to support transparency and agility through the whole process.
Product Manager
| Responsibilities |
|---|
| Ensure product roadmap progress |
| Managing the Dev team |
| Review the and assist in critical tickets with the rest of the team to ensure good health and progress |
| Review the PB meeting with the rest of the team to ensure good health and progress |
| Ensure timely & healthy closure of the sprint |
| Plan and manage the Bi-Monthly Release |
| Regularly work on the release notes & publish towards the beginning of the month |
| Coordinate with account owners to address their doubts |
| Client coordination in case it is imperative |
| Assisting Account owners with New Client onboarding, setting up of demo store and project progress |
| Gathering product enhancement requirements from different sources, reviewing and documenting |
Business Analyst / Account Manager
| Responsibilities |
|---|
| Owning specific customer account (Forever, AKC, Sunnamusk, Kiddies Kingdom) |
| Review the Freshdesk with Support Team to address the new and existing tickets |
| The support owner must be updated about the ongoing, pending and newly reported ticket status and more visibility on ETA |
| Monitor the response for few weeks and groom the support owner to ensure his/her responses are appropriate |
| Coordination with clients on chat/call only when standard support via Freshdesk is not sufficient or if client demands |
| Weekly review calls with respective client to ensure things are on track |
| Monitor & manage the product board & ensure its updated |
| Daily PB review with the Dev team |
| Ensuring PB has the Freshdesk support ticket URL associated with it and a corresponding ticket in VSTS exists with complete detail |
| Take the ownership of the client specific tasks and monitor its journey from planning to live deployment |
| Once the testing team approves the PR and it gets deployed on the Dev/Beta/Live Its imperative to verify yourself on all the environments |
| Review the release notes created and customize it. Share the same with the clients a day in advance before the scheduled release date |
| New Client onboarding, setting up of demo store and project progress ownership |
| Setup weekly PB meeting with Vikram sir to review the current board and discuss the Awaiting Review tickets from Freshdesk |
| Owning the knowledge base and creating support documents +loom videos for maximum FAQ coverage and reduced direct customer support |
Architect
| Responsibilities |
|---|
| Outbound |
Team Lead
| Responsibilities |
|---|
| Assign Work items to Developers |
| Monitors the progress by putting the target date |
| Conduct PR Review Session (On Monday & Tuesday Review Session headed by Masood Sir, while on rest of the 3 days its conducted by DEV Leads) |
| In some cases DEV leads also take client calls for issues like third party integration |
Developer
| Responsibilities |
|---|
| Develop new feature and Work on Change Request(s) |
| Write Unit Tests |
| Bug Fixing |
| Ensure that the developed feature is reviewed, tested and deployed through stages as per process to LIVE |
QA Lead
| Responsibilities |
|---|
| Write test cases |
| PR Testing and assignment |
| API Automation |
| Monitor progress |
QA Analyst
| Responsibilities |
|---|
| Perform testing in all the environments based on pre-defined acceptance criteria & Test Cases/Scripts |
| If PR passes the test criteria on all parameters, its referred to Release team for further processing |
| If PR doesn’t pass the test criteria it’s referred back to the DEV |
Release Manager (RM)
| Responsibilities |
|---|
| Every alternate Monday, Release team decides what all work items are to be worked on in upcoming release by communicating with various stake holders |
| Keeps product board updated with status of all the work items irrespective of how many are going in upcoming release |
| Constant monitoring of the work items are being worked on by DEV Team |
| Responsible for finding and reporting blockers , if any, to Sr Management and Client to avoid any last minute disconnect |
| Prepare Release Notes and Documentation |
| Perform release as per planned release schedule |
| Regular communication with internal and external clients along with stake holders |
Support Manager
| Responsibilities |
|---|
| Responsible for acknowledging customer QRCs received in FreshDesk |
| Responsible for answering and closing all tickets which were raised by client(s) only because of knowledge issue |
| Responsible for taking up all Change Request & Bug issues with DEV Team via Release Team |
| Every fortnightly takes review call with client (DaMENSCH as of now) |
| Shares monthly performance report with all the clients |
| Take the ownership of the client specific tasks and monitor its journey from planning to live deployment and share timely update with client |
| Participate in fortnightly review meeting with Vikram Sir and get release items prioritized, if required |
| Every Thursday, discuss information request tickets with clients |
Support Specialist
| Responsibilities |
|---|
| Inbound |
| Outbound |