Position: Product Analyst
Location: San Bruno, California
Duration: 6 Months
- Production Support & Issue Management
- Manage end to end Bug management support in Product Operations, Last Mile delivery team
- Support to implement strategic process improvements in production support and issue management
- Support to identify areas that can be automated, and work on small project like automated reporting, JIRA dashboards, etc. to improve efficiency in bug management process
- Identify areas that lack good documentation and work on building robust playbooks
- Support to manage a small team of resolution analysts on their day-to-day tasks
- Further details on E2E Bug Management process Support Issue Intake from field teams
- Derive detailed understanding of issue with field reporter, and build steps to reproduce the issue for eng teams
- Identify quick solutions, none-issues or correct path to resolve by reviewing design documentation, recent launch documentation etc.
- Learn the system architecture and identify correct area of the issue to work with eng team for resolution Monitor Issue Progress across teams
- Work with multiple eng teams to ensure issue resolutions stay on track within aligned SLAs and escalate to leadership when needed
- Collect necessary data from field/tools/other teams to gauge impact of the issue and derive a priority level
- Setup weekly meetings with key stakeholders to monitor progress Maintain Issue Tracking across teams
- Maintain E2E Issue log to periodically report progress to key stakeholders
- Maintain SLA reporting and report SLA breaches to leadership
- Prior experience in working on JIRA
- Prior experience in managing end to end process
- Prior experience in working with cross-functional teams from, field teams to engineering teams
- Prior experience in strategic process improvement projects and creating automation tools
About Last Mile Delivery team:
- Last Mile Delivery works on fulfilling customer demand for everything in the store at the comfort of their home.
- The Product Operations team plays a critical role by enabling tech solutions and working closing with the field to power this goal.
- As a part of this team, you will have great opportunity to directly impact customers.
Thanks & Regards….
BayOne Solutions Inc.