Technical Lead - L1

Job Description

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. Murex SME Provide BAU production support, minor enhancements, and development for Market Risk and Counterparty Murex modules. Ideal candidates should be subject matter experts(SMEs) capable if handling both Market Risk and counterparty risk to the extent possible with a common skill such as DataMart Expertise in Murex modules, monitoring end-of-day batch jobs, managing Linux infrastructure and making core tech changes is essential. Candidates must possess risk domain knowledge, troubleshooting skills and the ability to work with XML workflows. Technical expertise includes Murex Datamart development, integration development, risk scripting and the ability to optimize both job performance. Three Key roles for this team are: Murex Datamark developer Murex integration Developer:xml/workflow Murex Risk/Scripting engineer 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 No Performance Parameter Measure 1 ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT 2 Team ManagementProductivity, efficiency, absenteeism 3Capability developmentTriages completed, Technical Test performance