Software Engineering Lead

About the Team

The Customer Services Solutions team help facilitate our global Customer Services teams to achieve their goals. This involves assisting and helping the teams in reaching an ambitious 95% Customer Satisfaction (CSAT) target. We aim to provide support that enables both our end-users and agents to achieve their goals seamlessly.

About the Role
As the Software Engineering Lead for our Customer Services Solutions technology team, you will work with global, multi-functional, teams to support the strategic development and maintenance of our primary customer services platform and other integrated systems. The suite of applications is used to support around 90 different Elsevier products and is made up of a variety of different Software as a Service (SaaS) platforms.

Your key focus will be leading a team of Software Engineers, who will support, maintain and develop the platforms used. You will also collaborate on solution design with our architecture team and ensure consistently great delivery as we continue to expand and improve the capabilities.

Responsibilities

• Line manages the development team: coach brilliant software engineers and help them to develop their careers with regular 121s, feedback and coaching and perform annual reviews.
• Accountable for turning prioritized backlog items into released features.
• Work closely with Product Owner and development team members to understand complex product requirements and break them into small work tasks that can be progressed.
• Responsible for providing product and technology expertise when scoping complex work.
• Accountable for ensuring up to date, appropriate platform documentation is available, and knowledge sharing is enabled.
• Responsible for maintaining metrics to ensure agile delivery excellence and continuous improvement.
• Responsible for the day-to-day relationship with key vendors.
• Successfully implement and manage development processes, coding best practices, and code reviews.
• Your most important qualities 
• Passion for maintaining and helping deliver successful customer services platforms by making the complex simple and putting the customer (both internal and external) needs at the heart of what you do.
• Advanced knowledge of software development methodologies (e.g. Agile – with a focus on Kanban). 
• Ability to partner and lead internal and external technology resources in solving complex business needs. 
• Strong skills in setting, communicating, implementing, and achieving business objectives and goals through the direct management of others.
• Empower your team to be accountable and responsible for their own actions and decisions.
• Manage and encourage new ideas from the team to foster improvements through innovations. 
• Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making. 
• Strong interpersonal, communication (verbal and written), and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums.
• Able to strike the right balance between using out of the box functionality vs customization.

Requirements

• 7+ years of experience in software engineering.
• At least 2 years of experience in a leadership role within a development team or in a senior team position with exposure to leadership responsibilities.
• Coordinating with other internal development groups, internal stakeholders and third-party vendors.
• Broad range of knowledge of technology platforms, with demonstrable experience in delivering enterprise scale technology. 
• Related development experience within a complex heterogenous environment.
• Proven ability to manage and resolve complex technical challenges in a platform context.
• Understanding of different aspects of technology – from system configuration through to software development and data pipelines. 
• PHP and JavaScript knowledge would be helpful.
• Extensive experience in the effective integration of systems with other up/down-stream business systems.

Work in a way that works for you
 

We promote a healthy work/life balance across the organization. With an average length of service of 9 years, we are confident that we offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
 

• Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 - Comprehensive Health Insurance: Covers you, your immediate family, and parents.
 - Enhanced Health Insurance Options: Competitive rates negotiated by the company.
 - Group Life Insurance: Ensuring financial security for your loved ones.
- Group Accident Insurance: Extra protection for accidental death and permanent disablement.
- Flexible Working Arrangement: Achieve a harmonious work-life balance.
- Employee Assistance Program: Access support for personal and work-related challenges.
- Medical Screening: Your well-being is a top priority.
- Modern Family Benefits: Maternity, paternity, and adoption support.
- Long-Service Awards: Recognizing dedication and commitment.
- New Baby Gift: Celebrating the joy of parenthood.
- Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
- Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
- Free Transport pick up and drop from the home -office - home (applies in Chennai)
 

About the Business
 

A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. At Elsevier, your work contributes to the world’s grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.

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