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. 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 agreement 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 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 ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT2Team ManagementProductivity, efficiency, absenteeism3Capability developmentTriages completed, Technical Test performance Hands-on experience with Snowflake DB Ability to handle all DML , DDL , Procedure creation , performance tuning etc is expected. Proficient in performing root cause analysis of existing models and proposing a solution Identify opportunities to improve, speed up and innovate the data models Strong scripting experience with Python scripting language. Should be strong in NumPy , Pandas for data Processing Ability to build data processes, pipelines, workflows, dependencies, data structures and data transformations Experience in working with ETL tools Familiar with Snowflake architecture and warehouse implementation and management Working experience of cloud computing architecture Should be able to write data processing script , connect to source db , join multiple tables and handle data in Python. Should be familiar with all data processing libraries. Understanding of Deployment process , GIT Tool is expected. Strong English communication skills. Strong analytical and interpersonal skills Ability to prioritize and work on your own Roles and Responsibilities Developing and maintaining data architecture and data models Create standardized procedures for data flows using python scripting Conduct efficient data integration with other third-party tools and Snowflake Write Python scripts embedding the SQL queries for data processing. Create and maintain the documentation of the architecture, data models and maintenance activities Review and audit existing data models and solutions and propose better processes Perform tuning, testing and problem analysis Identify, design, implement and deploy new Snowflake based data architecture Automate manual processes and optimize the data flows .buttontextbaffd789c5e25777 a{ border: 1px solid transparent; } .buttontextbaffd789c5e25777 a:focus{ border: 1px dashed #351a55 !important; outline: none !important; }
