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Magento Support Lead

Magento Support Lead

Techno Facts Solutions

8 - 11 years

|

30 - 40 Lacs

hyderabad pune delhi / ncr

Posted:3 weeks ago| Platform:

Apply

Skills Required

oem magento cms react.js nextjs aem

Work Mode

Hybrid

Job Type

Full Time

Job Description

Receive calls from Client Helpdesk & create tickets pertaining to applications in scope
Perform initial trouble shooting of issues & resolve, based on SOP & known issue database.
Escalate unresolved issues requiring in-depth technical analysis to lead
Escalate issues that require code changes or major configuration changes, to L3/OEM/Client teams
Coordinate activities between Client and the GSPANN delivery team
Conduct triage calls for resolution of issues requiring cross team coordination

Roles & Responsibilities:

Primary contact for L1 & L2 Support of Adobe Commerce(Magento), Adobe Experience Manager(CMS), UI (Next.js, React.js)
Coordinate activities between Client and GSPANN delivery team
Run daily stand-up status meeting for L1 & L2 support teams & update status to Client Stakeholders
Lead major incident management calls and coordinate with L3, OEMs, vendors, and stakeholders to drive issue resolution.
Conduct weekly, monthly governance meetings
Track & monitor SLAs, generate support metrics reports and publish to stakeholders

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Techno Facts Solutions

Information Technology Consulting

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