全职 Lead Software Engineer 工作, 薪水, Virtusa 公司招聘中 - Ricebowl

"What You Will Be Working On

• Product Launch and Change Readiness
  
  

 Own operational readiness for pilots, feature launches and phased school roll-outs, including

readiness criteria, stakeholder communications, training, support materials and go-live checklists.

 Coordinate dependencies and decision points across product, engineering, UX, school operations,

service desk, local administrators and vendors.

 Plan user onboarding and change activities that help educators understand new capabilities and

adopt them with minimal disruption.

 Run post-launch reviews and translate lessons into improved playbooks, controls and ways of

working.

• Support Operations and Service Reliability
  
  

 Design and maintain support models, triage paths, escalation matrices, runbooks and ownership

boundaries for self-service and assisted-support journeys.

 Monitor operational health, service levels, failure points and recurring support demand; coordinate

incident response and follow-through with accountable teams.

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 Drive problem-management reviews for recurring issues and ensure root causes, corrective actions

and user communications are tracked to closure.

 Maintain accurate operational documentation and knowledge content so schools and support

teams receive consistent guidance.

• Voice of User, Insights and Product Improvement
  
  

 Establish systematic feedback loops across in-product feedback, school engagement, support

cases, user research and stakeholder channels.

 Define and maintain dashboards for adoption, completion, drop-off, escalation, turnaround time,

support deflection, satisfaction and other agreed product-health measures.

 Synthesize operational data and user feedback into actionable insights for product prioritisation,

service improvement and release decisions.

 Partner with Product Management and UX to close the loop with users and track how validated

insights convert into product or process improvements.