Technical Lead L1

Bengalore - 150K - B3

CDO EDP Foundation platform at Prudential Financials is looking for a Data Engineer to join a diverse team dedicated to providing best in class Data Platform to our customers, stakeholders, and partners.Prudential’s Chief Data Office is focused on building a Centralized Enterprise Data Platform (EDP) in AWS to drive meaningful insights from data in a fast, secure, and reliable manner. Enterprise Data Platform will be an integrated repository with aggregated data in a consistent structure. This platform will enable one-click onboarding of on-prem data, one-click onboarding of metadata from various other consumer (EDP & non-EDP) accounts, one-click data sharing with multiple consumer accounts, streamline accessibility, increase reusability, and minimize data redundancy while also being secure and auditable.QualificationsBachelor's degree in Computer Science, Software Engineering, MIS or equivalent combination of education and experience8+ years of experience as Data Engineer on AWS Stack with experience on DevOps toolAWS Solutions Architect or AWS Developer Certification requiredSolid experience of AWS services such as CloudFormation, S3, Athena, Glue, Glue DataBrew, EMR/Spark, RDS, Redshift, DataSync, DMS, DynamoDB, Lambda, Step Functions, IAM, KMS, SM, EventBridge, EC2, SQS, SNS, LakeFormation, CloudWatch, Cloud TrailImplement high velocity streaming solutions and orchestration using Amazon Kinesis, AWS Managed Airflow and AWS Managed Kafka (preferred)Solid experience building solutions on AWS data lake/data warehouseAnalyze, design, development, and implementation of data ingestion pipeline in AWSKnowledge implementing ETL/ELT for data solutionsEnd-to-end data solutions (ingest, storage, integration, processing, access) on AWSKnowledge implementing RBAC strategy/solutions using AWS IAM and Redshift RBAC modelBuild & implement CI/CD pipelines for EDP Platform using CloudFormation and JenkinsProgramming experience with Python, Shell scripting and SQL.

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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 SLA’s 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

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• 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 SLA’s

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• 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

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Deliver