SOP Tech Lead Associate

Position Overview To define the standard process for Technical Leads to provide frontline technical leadership, escalation support, and deployment governance during cutovers and revisits. Scope: Applies to all deployments/cutovers and revisit activities where field technicians are dispatched to stores and a Technical Lead is assigned for oversight and escalation. Key Responsibilities Maintain the on‑call/coverage schedule and communicate coverage details to the deployment team. Serve as initial escalation point for technicians and coordinate troubleshooting via chat, phone, or bridge. Establish and manage the command center bridge when multiple stores/teams are active. Track technician check‑ins, address delays or no‑shows, and ensure timely communications to stakeholders (team and store manager). Authorize technician release from site only after completion criteria are met and required submissions are received. Perform next‑business‑day review of reports, photos, and comments; initiate issue resolution and schedule revisits as required. Verify compliance with required tools/forms (e.g., JotForm and Fluix, where applicable). Maintain a rotating on‑call schedule for cutovers and publish coverage details before each deployment window. Provide support to technicians via approved channels (chat and phone) throughout the cutover window. Support technicians during deployment cutovers and coordinate troubleshooting or escalations as needed. Act as initial point of contact: receive and triage incoming issues, then engage additional resources when required. Enforce technician check‑in: technicians must check in upon arrival onsite. If a scheduled technician does not check in within the expected arrival window, the Technical Lead must follow up promptly. Manage schedule changes: communicate delays or unforeseen circumstances requiring rescheduling to the deployment team immediately and notify the store manager as soon as possible. Control site release: technicians must not leave site until all deployment aspects have been reviewed and approved by the Technical Lead. Technician Release Checklist (Must Complete Before Release) Deployment is complete and required photos have been shared. All reported issues are resolved, or a documented revisit plan is in place. JotForm has been submitted (required). Fluix report has been submitted (if required for the deployment). Review end‑of‑day reports on the next business day. Review technician photos and written comments for completeness and quality. Identify issues and either resolve them or document and schedule required revisits. Revisits Schedule Technical Lead coverage for morning support on revisit days. Provide technicians an overview upon arrival, including scope, known issues, and success criteria. Provide ongoing assistance during the revisit and coordinate escalations as required. Release technicians from site only after tasks are complete and review criteria are met. Verify required submissions for compliance (JotForm and/or Fluix, as applicable). Skills & Qualifications Pre‑arrival readiness: review the work order, deployment guide, and scope of work for each store; verify required deliverables (photos, forms, reports) and confirm you have required tools/equipment and can meet the scheduled arrival window. Arrive onsite and check in (required): check in with the store manager (if applicable) and notify the Technical Lead immediately upon arrival. Share your start time and any constraints (access, inventory, safety, after‑hours limitations). Perform cutover/revisit tasks: execute the required tasks per the deployment guide and provide status updates at key milestones or when progress is blocked. Escalate issues early (do not wait): if you encounter blockers, errors, missing equipment, or unexpected site conditions, contact the Technical Lead right away. Include store number/location, summary of the issue, steps already completed, current state, and supporting photos or screenshots. Capture required evidence: take clear before/after photos and any additional evidence needed for verification or troubleshooting. Follow the team naming/labeling convention. Submit required paperwork before requesting release: submit the JotForm (required) and Fluix report (if applicable). Ensure timestamps, notes, and open items are accurate and complete. Request release and DO NOT leave site without approval: confirm completion with the Technical Lead and obtain explicit approval before leaving site. If a revisit is required, confirm the agreed scope, owner, and next steps before departure. Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table—and we are taking deliberate action to make this a reality. #J-18808-Ljbffr Compugen Inc