Technical Lead - L1

• Minimum work experience: 5 - 12 Years

• Good hands-on experience with scripting with tools like

  JMeter (Mandatory),

  LoadRunner, Neoload, any mobile performance tool
• Should have worked in protocols like Web (HTTP/HTML), Web service, SAP-Web, SAP-GUI, True Client & Mobile protocols etc.,
• Should have tested applications like .NET, JAVA, SAP Web, SAP GUI, MQ etc.,
• Ability to write user defined functions/custom code to automate the script challenges
• Should have experience on APM tools

  Dynatrace (Mandatory)

  , App Dynamics, Splunk, New Relic, Wily, etc.
• Should have experience in Chaos Engineering
  using tools like Gremlin, Chaos Monkey, Chaos Mesh etc.
• Should have worked on Heap and thread dump analysis using any tool
• Should have knowledge on JVM, CLR
• Should have performed early performance testing
• Good knowledge in monitoring (Client side, Server Side, DB, Network and Load Balancer)
• Should have worked on Unix/Linux commands like VMSTAT, NMON etc.,
• Should have written SQL queries, used profiling tools like SQL Profiler
• Should have demonstrated the performance reports to Clients with detailed inferences
• Good knowledge on Server Tuning & Optimization
• Good knowledge on Capacity Planning

Optional:

• Should have knowledge in any programing languages like Core Java, Python, Shell etc.,
• Should have worked on ALM/PC/QC/JIRA etc.,
• Should have developed automated utilities to analyze the logs/reports
• Install, configure, maintain and administer the performance tools

• 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