Job
Description
About The Role : Adobe Experience Manager /CQ application installation and configuration in WINDOW/LINUX platform and dispatcher configuration, deploying modules, configuration updates, including monitoring of website servers front end and back end performance and functionality Experience in the troubleshooting AEM related issues Maintains/updates components, templates, dialogs and workflows Excellent knowledge of automating deployment and management of AEM services. Knowledge on the Adobe Experience Manager /CQ administration activities such as User permissions/creations with LDAP synchronization, sling setting status, creation of audit reports, code and configuration management, maven, Jenkins, monitoring instance status, bundle status, jcr repository, sling, felix/osgi, slightly, components, templates, servlets, workflows, eclipse Experience integrating to external vendor products (translation services) and Adobe products like Site Catalyst, Test & Target, Communities, and Forms etc. with Experience Manager. Kubernetes, docker, sonarcub, and containers DEV/OPS Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1. 100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails
