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Managed Services.md

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Managed Services Roles

Sustained Systems Engineer

I am a valuable, enthusiastic and net-positive member of a Readify team.

I write high quality code quickly and ship it to production.

  • I am learning to tame complexity when troubleshooting issues and providing resolutions.
  • I am learning how to qualify and reduce technical debt.
  • I am learning how to write valuable automated tests.
  • I am becoming proficient with my tools and the core building blocks used by our team.
  • I am learning how to pull together the Lego blocks of a product when developing feature enhancements to software products.

I am recognised by my desire to learn and my motivation to improve.

  • I am learning, maybe through a variety of ways like reading books, reading code, online trainings, doing certifications, attending conferences and user group meetings.
  • I am discussing the things I'm learning about or experimenting on with my teammates, maybe even collaborating on the experience.
  • I take my PD seriously and realise it is valuable to both myself and to Readify.
  • I reach out to my peers and leadership group to develop my PD plan.
  • I am a self-managing team member who is continuously learning and embracing agile methodologies.

I am an egoless, team oriented developer.

  • Other team members genuinely want me on their team.
  • I happily take responsibility for what I produce.
  • I avoid going dark and I know when to call out for help.
  • I communicate professionally and keep stake holders engaged at all times.
  • I am well aware of all processes of the team and diligently follow them (like maintaining accurate documentation, maintaining tests and so on).
  • Even when I disagree with something I continue to work enthusiastically, learning from the others in the team.

Senior Sustained Systems Engineer

I am a highly sought-after member of a Readify team with a proven record of shipping high-quality code to production.

I am trusted to ship full products (or vertical slices of larger products) from idea to production.

  • I am proficient with my tools and the core building blocks used by our team.
  • I can confidently step outside my comfort zone and adapt quickly to new technologies.
  • I am proficient at qualifying and reducing technical debt.
  • I am comfortable pulling together the Lego blocks of a full product.
  • I know how to make pragmatic choices in order to ship a product.
  • I know when to call out for help and how to do it effectively.
  • I am technically persuasive.

I am a supporter of my team and my customer.

  • I am a highly sought-after team member because I'm a trusted and proactive supporter of my team and its leadership.
  • I seek to understand my customer's real needs and am comfortable building requirements and technical recommendations off those.
  • I recognise problems early and get in and fix them regardless of whose fault it is.
  • I am good at recognising problems outside the scope of my work and eagerly get involved in improving our product, our environment and our processes.
  • I happily tackle the most difficult problems the team is facing and usually solve them with an impressive balance of finesse and pragmatism.
  • Every venture has mundane tasks but I can be trusted to get them done, and get them done right - usually with a handful of ingenuity.
  • I adapt quickly to changing requirements and typically structure my approach to cater for this.

I've become a student of my craft.

  • I am devoted to learning; it's become a natural part of my life.
  • I am actively introspective and take time to work on my personal and professional development.
  • I happily take responsibility for my own mistakes and I learn from the mistakes of others.
  • I go out of my way develop a friendly and professional rapport with my customer and other team members.
  • My contributions to team discussions are net-positive, informative and helpful.

Technical Lead

I am a well-rounded developer, problem solver and mentor for people. I represent the unconventional value Readify brings to the market.

I focus on delivering value to our customers

  • I can confidently step outside my comfort zone and adapt quickly to new team situations.
  • I am confident diving head-first into moderately risky environments with relatively little upfront information and oversight.
  • I am confident making architectural decisions around infrastructure, identity, security, scalability and maintainability.
  • I am confident with transparently assessing risk, making recommendations, escalating appropriately and dealing with the consequences along the way.
  • I am proficient at following agile methodologies.
  • I can confidently and charismatically pitch ideas and influence my team and my customer's decisions.

I am trusted to on-board and deliver sustained engineering services to our customers with limited supervision.

  • I can on-board new customers into Managed Services.
  • I can confidently talk to customers about Readify services and solutions.
  • I establish processes and leverage frameworks that promote visibility and accountability, while enabling effective expectation management and autonomous operation.
  • I am comfortable with building a roadmap for customer's environment to meet their needs.
  • I understand the business domain for my customer and their systems.
  • I know how to stand-up and maintain a build and delivery pipeline.

I am investing back into Readify.

  • I am actively involved in the retrospective process and am comfortable challenging and coaching my team.
  • I leave my clients with a clear sense of why they have invested in Readify.
  • I proactively call out opportunities for Readify with my clients.
  • I am mentoring other developers, deliberately helping them to round out their skill set.
  • I am collaborating with other Technical Leads and Consultants in the fields so we can learn from each other's experiences.

I am a technical mentor.

  • People tend to ask me for my opinion when making technical decisions because I have a proven track record of making wise choices.
  • I am fuelling the team's desire to learn, perhaps by mentoring, running brown-bag sessions, sharing useful videos/blogs/papers.
  • I am proactively reviewing other people's code so I can understand how best to help the team ship the best!
  • I can tactfully challenge and coach people and have them leave richer for the experience.
  • I am a confident and proficient teacher of my craft.

Managed Services Team Lead

I am trusted to autonomously lead people through high-risk engagements with a proven record of delivering sustained engineering services and on-going support to our customers.

I help our team focus on delivering value to our customers.

  • I invest in sustainable delivery, maintaining professional standards and striking a pragmatic balance between idealistic purity and business pressures.
  • I am typically the first one to take responsibility for reducing waste in our process.
  • I am comfortable performing business analysis work. I help customers (Product Owners) clarify their product vision and turn it into an ordered product backlog, or other form of requirements, collaborating with them to reach a shared understanding of what should be built, including acceptance criteria.
  • I recognise problems with my team, my engagement and/or my customer and proactively engage with relevant Account Managers, People Managers, LC/PCs as needed to prevent or resolve them quickly.

I am a respected and trusted leader of people.

  • I have strong presentation skills, learning to effectively tailor my content and conversation to many customers.
  • I exhibit the soft skills needed to lead teams and have a track record of building growth and maturity into the people I work with.
  • I am comfortable with helping customers understand how to organise requirements to support scaling to multiple teams, and helping them balance the "iron triangle" constraints of time, cost, scope and quality.
  • I'm not afraid to have difficult conversations when needed, and do so with tact and care.
  • I set clear expectations for people and they know how they are progressing against those expectations. I create bounded environments for action and let people have freedom within those boundaries.
  • I know when and how to apply different coaching and mentoring techniques, understanding the maturity level of those I'm helping.
  • I am able to provide perspective for those I'm serving by reminding them of the big picture when they get stuck in the details and day to day of solving problems.

I am a servant leader for my team.

  • I am prioritising the needs of my team members above my own, knowing that their success is our success.
  • I am an outspoken advocate of my team. They can trust me to be the first line of defense.
  • I know the buck stops with me. At the end of the day I am responsible for my team and the relationship with our client.
  • I actively track the progress of our team using agile project management techniques, keeping the goals of the project and our constraints front of mind. I make this information visible and transparent internally and externally to minimise 'surprises' and to facilitate early and pragmatic problem resolution.

I am significantly investing back into Readify.

  • I am taking ownership of our retrospective process in our state.
  • I am becoming a trusted voice to the Readify Executive and my opinions and ideas seem to carry some weight.
  • I am helping steer the public and private conversations within Readify towards positive and productive outcomes.
  • I represent the interest of the teams to rest of Readify.
  • I am involved in some kind of initiative at the national level in Readify.

I am a safety net for both my teams and my customers.

  • People value my opinions and ideas. They come to me for advice knowing I will empathise with them and understand their situation before providing options to them.
  • I have a demonstrated preference to help people discover solutions to problems for themselves first, before giving them guidance.
  • I am a good sounding-board and proactively broaden the perspective of teams and individuals with whom I'm working.
  • I know how to identify potential issues and will take action to head them off before they eventuate, wether they be technical, requirements or people based.
  • I am confident handling situations where we have made mistakes and working towards outcomes that are acceptable to both the customer and Readify.