Project Lead, Support

About the company:

Tyfone, a global leader in the SaaS Digital Banking, Youth Banking, and Digital Payments sectors, is redefining how the world engages with digital finance and payments. Our digital solutions empower individuals, families, and businesses to simplify and make it easier to manage their financial lives, achieve their financial goals, and improve their financial health. Our solutions power digital services for banks and credit unions across the U.S.

Tyfone is a leader in the digital banking sector, offering a range of solutions including nFinia Retail Digital Banking, nFinia Business Digital Banking, and Harmoney Management Console. We also provide payment solutions such as FedNow Instant Payment Xchange™ (IPX), Skip-A-Pay, and Quick Pay. Over 100 customers trust Tyfone's solutions, which are supported by over 200 integrations and over 140 patents. Tyfone has been recognized as a Best Place to Work in Fintech by American Banker and has received multiple awards for its solutions. The company operates with a lean-team model for external engagements to manage costs, increase selling time, and accelerate pipeline velocity. Tyfone values collaborative execution as the path to market leadership.

We are an equal-opportunity employer, and we encourage candidates from diverse backgrounds to apply.

Job description

At Tyfone, the Product Support team maintains our digital banking products with an AI first focus.

As a Project Lead you will be expected to triage and manage incoming support tickets and keep the client posted, provide technical and managerial leadership for the Product Support division. You should work with the Product Support team to plan the support/maintenance releases and guide the team as per the plan. Triage and manage incoming support tickets and keep the client posted.

Responsibilities

At Tyfone you will be responsible for:

1. Daily triage of incoming tickets.
2. Lead and manage post roll-out support of complex and high priority projects.
3. Responsible for understanding the product, planning, and monitoring the work, keeping track of support/maintenance releases and resource availability
4. Effectively communicate the plan to the team and get a buy-in before starting the development work
5. Interface with the various internal teams as needed to analyze the requirements, assess the technical feasibility of various customer requests and issues
6. Providing release status updates to customers and Tyfone Management
7. Handle the team dynamics and conflicts efficiently without losing the focus of delivering the committed work
8. Complete project life cycle management
9. Triaging of incoming tickets
10. Planning & development
11. Progress tracking
12. Maintaining committed SLAs
13. Identifying risks and risk mitigation planning
14. Release planning
15. Ensuring that quality guidelines and recommendations are met
16. Prepares and presents the progress report to the management team
17. Documentation
18. Prioritizing and scheduling maintenance releases. Grooming backlog tickets and planning sprints
19. Keeping track of support/maintenance releases and resource availability
20. Facilitate release readiness reviews, go/no-go meetings, and post-release retrospectives.
21. High-performing candidates with a proven track record of success may have the opportunity to travel to the United States for work-related purposes.

Qualifications:

1. Good and effective communication and leadership skills.
2. Good interpersonal skills to be able to relate with people or personnel from different units of the company
3. Should be AI focused.
4. Good understanding of Jira, Salesforce and SDLC
5. 4+ years of work experience which should include
6. Developing and/or leading the development/support of medium to large web/mobile applications
7. 1 -2 years of experience in leading cross-functional teams and managing multiple projects end-to-end
8. Certifications in Agile methodologies/PMP is desirable
9. Excellent numerical, analytical, and problem-solving skills
10. A good understanding and experience in building a different type of software applications (web, mobile)
11. A good understanding of various technology stacks (ex: Java, PHP, JSP etc.)
12. A good understanding of the importance of usability and design for building a good product
13. Familiarity with JSON, XML, JavaScript, HTML5, RESTful APIs, RDBMS concepts will be helpful
14. Excellent understanding and experience of Agile Development process (Scrum) is a must
15. Experience in understanding of handling issue/bug triage
16. Experience managing multiple priorities and deadlines in a dynamic environment.
17. Graduation in Computer Science

Preferred Qualifications:

1. Experience with online and mobile banking applications.
2. Fintech experience at a multinational with US customers is strongly preferred.
3. Tyfone is an AI driven organization. The candidate must be well-versed in leveraging AI tools. Especially in analyzing and triaging incoming tickets.
4. Experience with scripting languages (e.g., Python, Perl).

If you are a passionate problem-solver with a strong technical background and a commitment to delivering exceptional customer service, we encourage you to apply for this exciting opportunity.