1160 Process Compliance Jobs - Page 3

Required Skills Technology | Operating System|Clear Clustering fundamentals, knowing the difference between Windows NLB and Clusters Technology | Operating System|Working knowledge of antivirus management tools, Virus definitions/signature update, etc Technology | Operating System | Knowledge along with scripting knowledge to automate certain monitoring tasks Technology | Operating System | Kernel patching and other patches/ add storage as per DB requirement Education Qualification : Any Graduate (Engineering / Science) Certification Mandatory / Desirable : Technology | OS 201 with Windows, Windows Server Administration, Virtualization Fundamentals & Vmware -201 Delivery Skills: 1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. 2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer - Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined) - Ensure tickets are closed post user or customer communication - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process

You will be joining the Finance department at Ralph Lauren Corporation based in Bangalore, Karnataka, India. Ralph Lauren Corporation is a global leader in the design, marketing, and distribution of premium lifestyle products across various categories such as apparel, accessories, home, fragrances, and hospitality. With a legacy of over 50 years, Ralph Lauren has built a strong reputation and distinctive image through a wide range of products and brands that are recognized worldwide. As an Analyst in the Procurement team, you will play a crucial role in supporting the EMEA Procurement team with tasks spanning across different categories including Facilities, IT, Marketing & Advertising, and Store Development. Your responsibilities will include spend data analysis, contract preparation and management, data reporting, dashboard maintenance, procurement document management, and identifying opportunities for cost savings and process enhancements. You will also be involved in new supplier onboarding activities. Your essential duties and responsibilities will involve supporting Strategic Sourcing events, analyzing vendor quotes, managing supplier relationships, contract management, driving continuous improvement in service quality and cost efficiencies, providing support for Global Procurement initiatives, and ensuring procurement policy compliance. Additionally, you will be responsible for training internal stakeholders, supporting Procurement Strategy for EMEA, and promoting diversity, equality, and inclusion in procurement strategies. To excel in this role, you should have advanced proficiency in Microsoft Office Suite, particularly Word, Excel (including Pivot tables and Macros), and PowerPoint. Strong analytical and organizational skills, excellent communication abilities, and the capacity to deliver engaging presentations and reports are essential. You should also possess strategic thinking, problem-solving, time management, and people management skills, along with the ability to work effectively in a dynamic environment under tight deadlines. Ideally, you should have a good understanding of the end-to-end procurement process and experience working with procurement systems like Ariba or Workday. Previous experience in the retail industry, especially in a luxury brand, will be advantageous. A Bachelor's degree in business or a related field is preferred, and professional certifications such as CIPS are considered assets. Category-specific Strategic Sourcing experience and willingness to travel domestically or abroad as needed will also be beneficial for this role.,

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: MuleSoft Development. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Fullstack MERN. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Websphere App Server. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Adobe Launch and Analytics. Experience: 5-8 Years.

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | Backup|Knowledge of Server Hardware and tape libraries - Multiple Vendors (HP, Sun, IBM etc) | 3 - Experienced Secondary -> Technology | Storage and Backup Roles|Backup Administrator | 3 - Experienced Primary -> Technology | Backup|Tape Library Web console management | 3 - Experienced Secondary -> Technology | Container Technologies|Storage containers | 3 - Experienced Certification : Technology | Respective Product Certification Delivery Skills : (1) Technology Management: Responsible for overall Backup technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings (2) Restoration and other responsibilities: Work on resolution of complex or escalated issues from L2 engineer. Preparing RCA for major incidents and problem tickets. DB Server changes, upgrades, performance tuning, patching (3) Triage: Generally the L3 is the final level of escalation for all Backup related issues. However in the event of an un-resolved incident which is taking longer than expected, the L3 eningeer is required to co-ordinate with the Data Center TDU COE team to get expert help and work towards the resolution of incidents. They will also engage and work with the respective TAC teams to resolve any product related issues or software bugs (4)Process Compliance: - Prepare RFCs and represent RFC in the change advisory board for approval of changes. Assign approved changes to L2 group to implement them - Conduct repeat incident analysis to identify proactive problem tickets and work on the premanent fix for the issues - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process. - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report), - Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined), - Ensure tickets are closed post user/customer communication, - Maintain inventory of Network equipments and links, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.

Education Qualification : Any Graduate Skills : Tertiary -> Technology | Basic Networking Activities | Configuring and Managing TCP/IP | 2 - Knowledgeable Tertiary -> Technology | Data Center Administration | Networking | 2 - Knowledgeable Secondary -> Technology | Telecom OSS / BSS | Network Monitoring | 1 - Aware Tertiary -> Domain | Telecom / Communications Equipments (Others/Not classified) | Network Interface Devices | 2 - Knowledgeable Primary -> Technology | Network Monitoring Tools | Eventlog | 2 - Knowledgeable Certification : Technology | Networking Certifications | CCNA | CCNA Routing and Switching Troubleshooting: Analyze problems with the service and resolve the issues, gather information from customers either by chat or e-mail to enable effective troubleshooting, Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment, Report issues to vendor/ISP/carrier and follow up on updates. Escalate issues as per Escalation Matrix, Install/Uninstall various software and upgrades equipment when necessary, Monitoring and maintaining/reducing the queue size. Resolving Technical issues at level 1(Incident and Service request) Hardware and Software Management: Monitoring CPU, memory and hard disk utilization, Monitoring the event viewer and generating reports. Providing New Desktop Installation and Software Installation Reports, make team members aware of any changes or scheduled activities so that effective follow up is possible., Updating the latest anti-virus on servers and monitoring the anti-virus patches on Servers and Desktops and generating Reports, Track the assets issued to users and maintain a database report of assets. Updating KB and CMDB whenever there is a need. Handling Backup Activities on daily, weekly and Monthly. Generating the Reports on all Backup activities. Process Compliance: Gather information from vendor and customer and update the tickets regularly as per the defined process, Prepare a detailed report on the plan of action for the existing tickets for the next shift andnbsp; engineer (Shift Handover Report), Following the various Escalation Matrix (Vendor , Internal and Customer defined), Ensure tickets are closed post user/customer communication, Maintains inventory of PC equipment with Asset Executive, Special focus on Power User calls, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process, Comply with defined processes and update tickets with SLA.

Required Skills Technology | Cisco R and S Network Design SME - Level 4 Support Technology | Juniper R and S Expert - Level 3 Support Technology | DNS, DHCP,IPAM Design SME - Level 4 Support Technology | Nexus DCN Switch Expert - Level 3 Support Technology | VMWARE NSX-T Expert - Level 3 Support Education Qualification : B.Sc Certification Mandatory / Desirable : Technology | Expert Level Certification - CCIE Enterprise Infrastructure / CCIE Service Provider / CCIE Data Center / CCIE Data Center / ACSX / JNCIP-ENT / VM Certified Advanced Professional / ACSX Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process. - Prepare a detailed report on the plan of action for the existing tickets for the next shift andengineer (Shift Handover Report). - Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined). - Ensure tickets are closed post user/customer communication. - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process. 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts

Required Skills Technology | Cisco ACI Administrator - Level 2 Support Technology | Cisco R and S Network Administrator - Level 2 Support Technology | Cisco DNAC Administrator - Level 2 Support Technology | Fortigate SDWAN Administrator - Level 2 Support Education Qualification : B.Sc Certification Mandatory / Desirable : Technology | Administrative Level Certification - VNX300 / RCPE Professional-Level Certification in WAN Optimization / NSE4 / CCNP Data Center / CCNP Enterprise / CCNP / ECMS2 / ECMS2 Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process. - Prepare a detailed report on the plan of action for the existing tickets for the next shift andengineer (Shift Handover Report). - Followthrough and execute the various Escalation Matrix (Vendor , Internal and Customer defined). - Ensure tickets are closed post user/customer communication. - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process. 5. Value Proposition: Understand the existing environment and propose any opportunity of improvement. Look at nagging issues in the environment and come out with Get Around solutions by working with vendors and industry experts

Looking for SWQM (Software QM) for the SW projects executed in Divisions and ensuring the Quality assurance activities are carried like Process Definition, Process training, Process deployment, Management reporting, Process Compliance Release checks and driving continuous improvement along with strong Knowledge in the Automotive domain standards like ASPICE, IATF 16949. (Knowledge on ISO 26262 is also preferred). Job Description In your new role you will: Define Deploy the Quality Assurance plan for the project based on the project scope applicable standards. Execute the Quality Assurance activities as defined and regularly report on their status and results including process compliance check, work product reviews, Product Release audits, Metrics tracking and Reporting Mitigates risks and deviations versus requirements and performance and manage problem solving (close the gap). Executes release management for defined product range and documentation according to processes/rules and customer requirements. Participate and contribute in the project team meetings in ensuring the Quality expectations are taken care and not deviated. Support the projects on QM related activities during the customer visit, audits. Report any quality deviations in the project to the QM management. Driving Improvement projects with the project team. Your Profile You are best equipped for this task if you have: Graduate or Engineering (Computer or Electronics or Similar. 13 to 16 Years of Quality management experience 3 to 5 Years in Automotive industry as Software Quality Management and ASPICE Provisional Assessor Certified.( Desirable) Solid understanding on concepts, principles and procedures of Quality Management System, standards, models and Tools. Very good knowledge on SW engineering practices covering the Automotive domain standards like ASPICE, IATF 16949. (Knowledge on ISO 26262 is also preferred). Sound Knowledge on the Development Tools used for the Embedded product development. Contact: Jyoti.vimal@Infineon.com We are on a journey to create the best Infineon for everyone. This means we embrace diversity and inclusion and welcome everyone for who they are. At Infineon, we offer a working environment characterized by trust, openness, respect and tolerance and are committed to give all applicants and employees equal opportunities. We base our recruiting decisions on the applicant s experience and skills. Learn more about our various contact channels. Please let your recruiter know if they need to pay special attention to something in order to enable your participation in the interview process. Click here for more information about Diversity Inclusion at Infineon.

Candidates will gain exposure to a wide range of industries and investment structures. As a result of the breadth of the experience, candidates will develop a unique understanding of companies, capital structures, and credit markets. This candidate will work directly with the Specialty Finance investment team within the Blackstone Insurance Structure. Responsibilities: Analyzing investment guidelines and interpret them to build logic-based rules to implement into automated investment compliance system for monitoring. Deliver daily/monthly/quarterly compliance reports to PM team for the new violations across all investment policies. Support onshore team by assisting them in post trade compliance monitoring activities across all the investment strategies. Assist in identifying the data governance and data reconciliation issues. Must be good with people management skills, must have on papers experience Qualifications: Bachelors degree with a preference to advanced degree or progression towards CFA/FRM/CAIA 4-6 years of relevant experience in investment compliance monitoring with an exposure towards rule coding. Knowledge of guideline monitoring or coding in compliance systems e.g., Charles River, Bloomberg, LZ Sentinel, Aladdin or Clearwater Analytics would be an added advantage. Good to have experience in querying database and analyzing large data sets

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: Core Java. Experience: 5-8 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Team Manager Key Responsibilities: Leading and motivating a team of professionals within the COE, assigning tasks, and monitoring performance against set goals. Fostering a positive team culture, encouraging collaboration, and addressing team conflicts. Conducting regular performance reviews, providing feedback, and identifying development needs for team members. Managing project timelines, resource allocation, and workload distribution within the team. Acting as the primary point of contact for clients, understanding their needs, and ensuring their satisfaction with the COE services. Identifying opportunities for process optimization within the COE, implementing new tools and methodologies to enhance efficiency. Promoting knowledge sharing within the team, capturing best practices, and ensuring continuous learning and development. Track macro-economic indicators and draw insights out of it. Collaborate with various functions including Acquisitions, Asset Management, Capital Markets, Institutional Client Solutions, Portfolio Management, Legal, Tax and Finance Essential Skills & Experience: Masters degree Major/Minor in Finance, Banking or Mathematics is a plus. Exceptional quantitative aptitude and skill set with a proficiency in Microsoft Office applications. Ability to manage multiple priorities in a fast paced, fluid environment. Previous background within a valuation reporting role a plus CA / CFA designation a plus Rigorous analytical mindset with a high level of intellectual curiosity and excellent problem-solving skills Acute focus on attention to detail, accuracy, and data validation Effective communication skills (listening, verbal, and written) Excellent interpersonal and teamwork skills Sound judgment and discretion Strong initiative, energy and confidence completing assignments with limited supervision Essential Skills & Experience: Masters degree Major/Minor in Finance, Banking or Mathematics is a plus. Exceptional quantitative aptitude and skill set with a proficiency in Microsoft Office applications. Ability to manage multiple priorities in a fast paced, fluid environment. Previous background within a valuation reporting role a plus CA / CFA designation a plus Rigorous analytical mindset with a high level of intellectual curiosity and excellent problem-solving skills Acute focus on attention to detail, accuracy, and data validation Effective communication skills (listening, verbal, and written) Excellent interpersonal and teamwork skills Sound judgment and discretion Strong initiative, energy and confidence completing assignments with limited supervision Essential Skills & Experience: Masters degree Major/Minor in Finance, Banking or Mathematics is a plus. Exceptional quantitative aptitude and skill set with a proficiency in Microsoft Office applications. Ability to manage multiple priorities in a fast paced, fluid environment. Previous background within a valuation reporting role a plus CA / CFA designation a plus Rigorous analytical mindset with a high level of intellectual curiosity and excellent problem-solving skills Acute focus on attention to detail, accuracy, and data validation Effective communication skills (listening, verbal, and written) Excellent interpersonal and teamwork skills Sound judgment and discretion Strong initiative, energy and confidence completing assignments with limited supervision

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

About the Team: This team is responsible Data Management, Historical Data Clean up, UAT and PROD Testing, and Quarterly Reporting for the Real Estate funds. The role requires working closely with the RE Finance Reengineering team in New York. Job Title: SeniorAnalyst (B2) Location: Gurgaon, India Business Unit: Real Estate Finance Key Responsibilities: Develop a good understanding of Real Estate and Private Equity operations. Cleaning and organizing historical data and optimizing databases, ensuring accuracy of Real Estate Funds. Involves UAT and PROD testing and creation of test cases, identifying defects, and collaborating with stakeholders to validate that the system meets the business needs. Identify process gaps and initiate process improvement projects. Client reporting on regular basis and participate in the process documentation efforts and creation of SOPs. Desired Candidate Profile: Candidate must be a Postgraduate in Finance with prior experience of 4-6/7 years. The ability to effectively work as an individual contributor and possessing strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) are a must. Experience on working with large data sets and Data Sanitization in Excel Experience on Snowflake, SQL, ANAPLAN and SIGMA would be an added advantage. The profile involves effective communication across Clients facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must. A desire to work in an international team environment, often under pressure and with multiple stakeholders. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention TA, SEs Escalation and issue resolution Production Specialist Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Knowledge Knowledge of assigned process, tools and systems Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. Behavioral Competencies Domain Knowledge Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Stakeholder Management Client (Internal) Centricity Effective Communication

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention TA, SEs Escalation and issue resolution Production Specialist Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Knowledge Knowledge of assigned process, tools and systems Competent Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well. Expert Applies the competency in all situations and is serves as a guide to others as well. Master Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization. Behavioral Competencies Domain Knowledge Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Stakeholder Management Client (Internal) Centricity Effective Communication

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: PLM-Product Lifecycle Management. Experience: 5-8 Years.

Role Purpose The purpose of the role is to support process delivery by ensuring daily performance of the Production Specialists, resolve technical escalations and develop technical capability within the Production Specialists. Do Oversee and support process by reviewing daily transactions on performance parameters Review performance dashboard and the scores for the team Support the team in improving performance parameters by providing technical support and process guidance Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Ensure standard processes and procedures are followed to resolve all client queries Resolve client queries as per the SLAs defined in the contract Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by monitoring compliance with service agreements Handle technical escalations through effective diagnosis and troubleshooting of client queries Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements If unable to resolve the issues, timely escalate the issues to TA & SES Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Troubleshoot all client queries in a user-friendly, courteous and professional manner Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Mentor and guide Production Specialists on improving technical knowledge Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist Develop and conduct trainings (Triages) within products for production specialist as per target Inform client about the triages being conducted Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Identify and document most common problems and recommend appropriate resolutions to the team Update job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills: JAX-RS - Java API- RESTful Web Services. Experience: 5-8 Years.