Job
Description
Role Purpose Good programming experience(10+) with Java , JavaScript , Angular, Node , Shell scripts, RDBMS. Understanding and hands-on experience implementing microservices. Experience with using JEE technologies, REST, and Spring. Understanding/Experience with relational databases. Experience with software development on Unix/Linux environment. Design and implement APIs, abstractions, and integration patterns to solve challenging distributed computing problems. Ensure proper logging/metrics instrumentation in software components, to help facilitate real time and remote troubleshooting/performance monitoring. Experience with Git, Bitbucket, Github, jenkins, Github actions Experience with Agile development process. Experience in working with remote teams, collaborating effectively in cross-functional teams. Experience with Java testing framework is plus. Good ability to come up with various test/corner cases. Experience architecting solutions with Continuous Integration and Continuous Delivery in mind. Strong interpersonal and leadership skills with effective communication (both written and verbal) skills and the ability to present complex ideas in a clear & concise way, a team player with a strong work ethic. Stack Software Development experience in large scale critical applications. Mandatory experience with n-tier web application development and experience in Java/J2EE or other frameworks. Solid experience in frameworks like Spring or Spring Boot, Sprint MVC, JPA, Hibernate. Expertise with RDBMS systems like SQL Server, Oracle or DB2. Experience working on UI/Web development using Angular/React, JavaScript, JQuery, and HTML/CSS technologies is required. Proficient in Web Services/API Development using SOAP or REST, JSON and XML. Proficient in GIT/Stash, Maven, Jenkins etc. 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 Deliver NoPerformance ParameterMeasure 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance
