SOP Tech Lead Associate

About Compugen

Compugen is Canada's largest privately-owned Technology Ally. We innovate industries, transform businesses, connect communities, and drive meaningful change through technology and human-centered approaches. Our culture prioritizes employee well-being and growth.

Position Overview

To define the standard process for Technical Leads to provide frontline technical leadership, escalation support, and deployment governance during cutovers and revisits.

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/bridge.
• Establish and manage the command center bridge when multiple stores/teams are active.
• Track technician check-ins, address delays/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.
• Verify compliance with required tools/forms (e.g., JotForm and Fluix, where applicable).

Coverage Model

• 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.
• When multiple stores (typically 3-4) are staffed with new teams, establish a command center bridge and manage communications, escalations, and status updates.

Cutover Support Procedure

• Provide deployment assistance: Support technicians during deployment cutovers and coordinate troubleshooting/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.

Techician 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).

Post-Deployment Review (Next Business Day)

• 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

• Field technicians follow the steps below for every cutover and revisit and must obtain Technical Lead approval before leaving site.
• Pre-arrival readiness: Review the work order and deployment guide, along with the scope of work provided for each store. Also, verify required deliverables (photos, forms, reports). 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. Provide status updates to the Technical Lead at key milestones and whenever 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/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.