3001 Technical Leadership Jobs - Page 29

Success in the role requires agility and results orientation, strategic and innovative thinking, a proven track record of delivering new customer-facing software products at scale, rigorous analytical skills, and a passion for automation and data-driven approaches to solving problems. As a Director of eCommerce Engineering, your responsibilities include overseeing and leading the engineering project delivery for the ECommerce Global Multi-Tenant Platform. You will ensure high availability, scalability, and performance to support global business operations. Defining and executing the engineering strategy that aligns with the company's business goals and long-term vision for omnichannel retail is crucial. Establishing robust processes for code reviews, testing, and deployment to ensure high-quality deliverables is also part of your role. You will actively collaborate with Product Management, Business Stakeholders, and other Engineering Teams to define project requirements and deliver customer-centric solutions. Serving as a key point of contact for resolving technical challenges and ensuring alignment between business needs and technical capabilities. Promoting seamless communication between teams to deliver cross-functional initiatives on time and within budget is essential. Building a strong and diverse engineering team by attracting, recruiting, and retaining top talent is a key responsibility. Designing and implementing a robust onboarding program to ensure new hires are set up for success. Coaching team members to enhance technical expertise, problem-solving skills, and leadership abilities, fostering a culture of continuous learning and improvement. Maintaining a strong pipeline of talent by building relationships with local universities, engineering communities, and industry professionals is also part of your role. You will define clear, measurable goals for individual contributors and teams to ensure alignment with broader organizational objectives. Conducting regular one-on-one meetings to provide personalized feedback, career guidance, and development opportunities. Managing performance reviews and recognizing high-performing individuals, while providing coaching and support to those needing improvement. Fostering a culture of accountability, where team members take ownership of their work and deliver results. Championing the adoption of best practices in software engineering, including agile methodologies, DevOps, and automation is crucial. Facilitating and encouraging knowledge sharing and expertise in critical technologies, such as cloud computing, microservices, and AI/ML. Evaluating and introducing emerging technologies that align with business goals, driving innovation and competitive advantage is part of your responsibility. Developing and executing a continuous education program to upskill team members on key technologies and the Williams-Sonoma business domain is essential. Organizing training sessions, workshops, and certifications to keep the team updated on the latest industry trends. Encouraging team members to actively participate in tech conferences, hackathons, and seminars to broaden their knowledge and network is also important. Accurately estimating development efforts for projects, considering complexity, risks, and resource availability. Developing and implementing project plans, timelines, and budgets to deliver initiatives on schedule. Overseeing system rollouts and implementation efforts to ensure smooth transitions and minimal disruptions to business operations. Optimizing resource allocation to maximize team productivity and ensure proper workload distribution is a key responsibility. Championing initiatives to improve the engineering organization's culture, focusing on collaboration, transparency, and inclusivity. Continuously evaluating and refining engineering processes to increase efficiency and reduce bottlenecks. Promoting team well-being by fostering a positive and supportive work environment where engineers feel valued and motivated. Leading efforts to make the organization a "Great Place to Work," including regular engagement activities, mentorship programs, and open communication. Developing a deep understanding of critical systems and processes, including platform architecture, APIs, data pipelines, and DevOps practices. Providing technical guidance to the team, addressing complex challenges, and ensuring alignment with architectural best practices. Partnering with senior leaders to align technology decisions with business priorities and future-proof the company's systems. Playing a pivotal role in transforming Williams-Sonoma into a leading technology organization by implementing cutting-edge solutions in eCommerce, Platform Engineering, AI, ML, and Data Science. Driving the future of omnichannel retail by conceptualizing and delivering innovative products and features that enhance customer experiences. Actively representing the organization in the technology community, building a strong presence through speaking engagements, partnerships, and contributions to open-source projects. Identifying opportunities for process automation and optimization to improve operational efficiency. Being adaptable to perform other duties as required, addressing unforeseen challenges, and contributing to organizational goals. Staying updated on industry trends and competitive landscapes to ensure the company remains ahead of the curve. Williams-Sonoma Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Founded in 1956, it is now one of the United States" largest e-commerce retailers with well-known brands in home furnishings. The India Technology Center serves as a critical hub for innovation, focusing on developing cutting-edge solutions in areas such as e-commerce, supply chain optimization, and customer experience management. Through advanced technologies like artificial intelligence, data analytics, and machine learning, the India Technology Center plays a crucial role in accelerating Williams-Sonoma's growth and maintaining its competitive edge in the global market.,

As a De-Merger as a Service Architect at Mindsprint, you will play a crucial role in designing and executing the de-merger strategy for the company's IT infrastructure and application landscape. Your responsibilities will include assessing current IT systems, designing solutions for separation, collaborating with cross-functional teams, and providing technical leadership throughout the de-merger process. You will also be responsible for developing project plans, ensuring compliance with regulations, and effectively communicating with stakeholders at all levels. To qualify for this role, you should hold a Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. Additionally, you must have proven experience in IT architecture, particularly in de-mergers, mergers, or large-scale IT transformations. Strong project management skills, problem-solving abilities, and excellent communication skills are essential for success in this position. Knowledge of relevant regulations and standards related to IT de-mergers is also required. Preferred skills for this role include experience as a Data Center Architect, Network Architect, or Cloud Architect. Familiarity with IT security best practices and compliance requirements, as well as certifications in project management or IT architecture, such as PMP, PRINCE2, or TOGAF, would be advantageous. Join Mindsprint today and be part of a transformative journey in the IT landscape!,

Jamnaa Healthtech Pvt. Ltd. is revolutionizing remote healthcare through the innovative ANVESHAN medical device, designed to facilitate real-time consultations and treatment, connecting patients, doctors, and healthcare professionals. The primary objective of ANVESHAN is to enhance healthcare accessibility and affordability, thereby bridging the gap between rural and urban healthcare services. As a Technical Manager at Jamnaa Healthtech Pvt. Ltd., you will be responsible for overseeing the technical aspects of the medical device and its mobile application. This role necessitates a robust technical background in software, embedded systems, and mobile applications, coupled with a thorough understanding of medical device regulations and compliance. The ideal candidate will collaborate closely with engineering teams, product managers, and regulatory experts to ensure the development of a high-quality, compliant, and scalable healthcare solution. Your key responsibilities will include providing technical leadership for the development of medical device firmware, cloud infrastructure, and mobile applications (iOS & Android). You will be tasked with overseeing system architecture, integration, and security across hardware, embedded software, and mobile applications, ensuring adherence to industry standards and best practices. Additionally, you will lead and coordinate cross-functional teams of embedded engineers, mobile developers, and software engineers, defining technical roadmaps, development milestones, and resource allocation. In terms of qualifications, we are looking for candidates with a Bachelors or Masters degree in Computer Science, Electrical Engineering, Biomedical Engineering, or a related field, along with 5+ years of experience in software development, embedded systems, or HealthTech product development. The ideal candidate should possess hands-on experience with mobile app development (Swift/Kotlin/Flutter), embedded systems (C, C++, Python, RTOS), and cloud infrastructure (AWS/ Azure/GCP), as well as a strong understanding of medical device standards and regulatory compliance. Preference will be given to candidates with experience in AI/ML in healthcare applications and knowledge of Bluetooth Low Energy (BLE), IoT, or sensor-based technology. Jamnaa Healthtech Pvt. Ltd. offers a competitive salary and benefits package, the opportunity to spearhead cutting-edge HealthTech innovations, a dynamic and collaborative work environment, and growth opportunities in the rapidly evolving digital health industry.,

This role is for one of the Weekday's clients. As a Team Leader, you will be responsible for leading, mentoring, and growing a high-performing team of engineers specializing in e-commerce solutions. It is essential to foster a culture of collaboration, innovation, and continuous learning within the team. Conducting regular performance reviews, providing feedback, and promoting professional growth are key aspects of this role. In terms of Product Development, you will oversee the design, development, and maintenance of cart, checkout, and order management systems. Collaboration with product managers, UX/UI designers, and other cross-functional teams is crucial to deliver features that enhance customer experiences. Ensuring scalability, security, and reliability of e-commerce platforms and systems will be part of your responsibilities. As a Technical Leader, you will drive architectural decisions and best practices to ensure high-quality, maintainable, and efficient codebases. Keeping abreast of emerging trends and technologies in the e-commerce space is necessary to ensure cutting-edge solutions. Implementing industry-standard practices such as CI/CD, automated testing, and robust monitoring and alerting mechanisms will also be part of your role. Project Management will involve planning and prioritizing tasks to ensure timely delivery of projects and features. Managing dependencies and risks, proactively identifying and resolving bottlenecks, and working closely with stakeholders to define technical requirements, milestones, and KPIs for success are essential responsibilities. System Optimization will require continuously optimizing cart, checkout, and order processes for performance and reliability. Analyzing user behavior data to identify areas for improvement in these critical systems and working towards reducing cart abandonment rates and improving checkout conversion rates are key tasks. Stakeholder Collaboration is crucial, where you will communicate technical challenges, progress, and deliverables to non-technical stakeholders clearly and effectively. Aligning technical objectives with business goals to ensure engineering efforts contribute to the company's overall strategy is essential. Qualifications: - Education: Bachelors or Masters degree in Computer Science, Software Engineering, or a related field. - Experience: 10-15 years of professional experience in software engineering, with at least 3-5 years in a managerial or leadership role. - Technical Expertise: Strong programming skills in languages such as Java, Python, or JavaScript. Experience with modern front-end frameworks (React, Angular) and back-end technologies (Node.js, Spring Boot, Django). Hands-on experience with database technologies, including both SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, Redis). Expertise in building scalable, reliable APIs and microservices. Familiarity with cloud platforms (AWS, Azure, or Google Cloud) and containerization tools (Docker, Kubernetes). - Skills: Excellent problem-solving and analytical skills with a strong focus on user experience. Exceptional communication, leadership, and project management abilities.,

As a Product Manager specializing in secondary marketing, pricing, and revenue management solutions, your primary responsibility is to develop and maintain the product roadmap in alignment with business goals. You will be tasked with creating, prioritizing, and managing a detailed product backlog, including writing clear user stories with well-defined acceptance criteria to ensure the development team's comprehension of requirements. Your role will also involve serving as a technical leader, bridging the gap between technical and non-technical stakeholders by translating business needs into technical requirements. It is essential to ensure that technical solutions meet business objectives and customer needs effectively. Stakeholder collaboration is a key aspect of your job, involving engagement with stakeholders to gather requirements, prioritize features, and manage expectations. You will act as the primary point of contact for all product-related inquiries, facilitating effective communication between various stakeholders. As part of the execution and delivery process, you will oversee the product development process to ensure timely delivery of high-quality products. This includes facilitating agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives. Market analysis plays a crucial role in your responsibilities, requiring you to conduct research and competitive analysis to identify opportunities, trends, and customer needs. Your insights will inform product development and positioning strategies. Performance tracking is another essential aspect of your role, as you will monitor and analyze product performance using data-driven insights to make informed decisions and drive continuous improvement. Customer focus is paramount, as you will champion the voice of the customer to ensure that product decisions align with user needs and enhance customer satisfaction. In terms of core competencies, a Bachelor's degree in computer science, engineering, business, finance, or a related field is required, with an advanced degree such as an MBA or MS being preferred. A minimum of 5 years of experience in technical product management within the mortgage lending or financial services industry is essential. You should have a strong understanding of secondary marketing, pricing, and revenue management functions in mortgage lending, along with proficiency in agile methodologies, product lifecycle management, and data analysis. Familiarity with Marketing Tech/Digital Experience development and product management tools like ADO is also advantageous. Overall, this role requires strong analytical and problem-solving abilities, a strategic mindset, and the ability to make data-driven decisions while managing complex projects effectively.,

You will be working for Everest DX, a Digital Platform Services company headquartered in Stamford. The company's platform/solution includes Orchestration, Intelligent operations with BOTs, and AI-powered analytics for Enterprise IT. The vision of Everest DX is to enable Digital Transformation for enterprises, delivering seamless customer experience, business efficiency, and actionable insights through an integrated set of futuristic digital technologies. Specializing in Digital Transformation Services, you will be responsible for designing, building, developing, integrating, and managing cloud solutions. This includes modernizing data centers, building Cloud-native applications, and migrating existing applications into secure, multi-cloud environments to support digital transformation. The Digital Platform Services offered by Everest DX enable organizations to reduce IT resource requirements, improve productivity, lower costs, and accelerate digital transformation. You will be working with the Cloud Intelligent Management (CiM) platform, an Autonomous Hybrid Cloud Management Platform that operates across multi-cloud environments. This platform helps enterprises achieve the most out of their cloud strategy while reducing costs, risks, and enhancing speed. For more information about Everest DX, you can visit their official website at https://www.everestdx.com. The ideal candidate should have at least 10+ years of overall experience and possess the ability to design and implement scalable, secure, and reliable Azure cloud solutions. You will be responsible for implementing automation, CI/CD pipelines, and infrastructure-as-code, providing technical leadership and Azure best practices guidance, integrating Azure services with existing systems and applications, designing cost-efficient infrastructure, optimizing resource usage, ensuring compliance with security and regulatory requirements, collaborating with stakeholders to align solutions with business objectives, and supporting digital transformation and cloud migration initiatives. The job is a Fulltime position based in Hyderabad, Telangana, with the requirement of immediate or 15 days" notice period. The educational requirement includes a Bachelor's Degree or equivalent work experience. As an equal opportunity employer, EverestDX is dedicated to diversity and inclusion in every aspect of the workplace.,

The position at Walmart Commerce Technologies (WCT) involves supporting customers and businesses using WCT products. The team at WCT aims to transform Walmart technologies into white-label solutions for other retailers and sellers, with a focus on launching innovative products like Store Assist. As a member of the Support Team for WCT, you will play a crucial role in assisting customers and businesses in utilizing WCT products effectively. The ideal candidate for the role of a Senior Manager for Customer Support will be an innovator with strong communication skills and a passion for leading teams. You will be responsible for leading a support team that addresses customer-reported issues and incidents, recruiting and mentoring engineering teams, managing team objectives and priorities, and providing technical leadership and career development opportunities for team members. Additionally, you will collaborate closely with the Customer Success Manager to ensure customer challenges are resolved effectively. To be successful in this role, the candidate should have a minimum of 12+ years of experience in computer science or engineering, or a Master of Science degree in computer science or engineering with 8+ years of experience in the field. Experience in customer-facing L1/L2 support for B2B SaaS products and the ability to operate during working hours optimized for UK/European customers will be beneficial. At Walmart Global Tech, you will have the opportunity to work in an innovative environment where your contributions can impact millions of people. The organization values diversity, inclusivity, and innovation, and offers a flexible, hybrid work model that combines in-office and virtual presence. In addition to a competitive compensation package, employees can enjoy various benefits including incentive awards, maternity and parental leave, health benefits, and more. Walmart, Inc. is committed to being an Equal Opportunity Employer that values diversity and inclusion. The organization believes in understanding, respecting, and valuing the unique identities, experiences, and opinions of all individuals. By fostering an inclusive environment, Walmart aims to help associates, customers, and communities live better lives.,

Facilitate business process reviews to identify client requirements and processes Accountable that deliverables meet requirements w.r.t. reliability, availability, performance, and security & compliance Work in scrum teams for realization of designed technical solution.Enthusiastic, professional, and confident personality with a focus on customer success Driven by customer success with a team player attitude Should be able to develop solutions based on SFI PlatformCollaborate well with onshore/offshore development team as team member Ability to adapt and develop solutions in an agile environment Should follow quality check process for each logical implementation and get reviewed.Promptly escalate issues, which affect product delivery and quality that are beyond scope of influence Effectively manage all aspects of projects and client communications Skills Requirements Overall 5+ years of experience and 2+ year of experience with SFI platform development preferred in Insurance cloud Experience with Salesforce Platform App Builder, Lightning Web Components and ApexHands on experience with Omnistudio OmniScript, Omnistudio FlexCards, UI framework, Data raptor for building various advance layouts, user interface, portals and guided process In-depth knowledge of key processes in Insurance industry-specific CRM solutions (e.g. Quote to Order, MACD) Good understanding of SFI data model Knowledge of ESM Package would be an added advantage Deployment of omniscript from one environment to another environment Experience with system integrations involving Salesforce.com web services (JSON, SOAP), as well as Omnistudio Integration Procedure.Good analytical & problem-solving skill Good to have Strong CRM functional knowledge of Order Management, Configuration, Pricing and Quoting functionality Should have delivery experience working with the Global delivery model Should have good knowledge / experience of Agile Project Methodology. Excellent communication skills. Should have OmniStudio(SFI) developer certificationSFI CPQ or OM certification would be preferred Mandatory Skills: Salesforce Platform Development. Experience:5-8 Years.

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 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 Mandatory Skills: ASP.NET. Experience:5-8 Years.

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 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 Mandatory Skills: AS400. Experience:5-8 Years.

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 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 Mandatory Skills: Data Analysis. Experience:5-8 Years.

12+ years of experience in Salesforce projects including at least 5+ years Salesforce Industries Communications Cloud development experience- in at least one area EPC, OM, EPC, Service or Integrations SFI experience in Communications Cloud and Core Salesforceis MUST 4+ years' experience of hands on experience Salesforce Industries Knowledge of ESM Package would be an added advantage. 1+ years SFI architecture experience in SFI Communications Cloud Technical Leads with good hands on experience on SFI Communications cloud and Utilities cloud can also be considered Mandatory Skills: Salesforce Platform Development. Experience:5-8 Years.

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 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 Mandatory Skills: Fullstack Java Enterprise. Experience:5-8 Years.

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 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 Mandatory Skills: Core Java. Experience:5-8 Years.

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 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 Mandatory Skills: FullStack Microsoft .NET Smart Web App. Experience:5-8 Years.

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 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 Mandatory Skills: Tableau. Experience:5-8 Years.

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 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 Mandatory Skills: DataBricks - Data Engineering. Experience:5-8 Years.

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 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 Mandatory Skills: Azure Synapse Analytics. Experience:5-8 Years.

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 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 Mandatory Skills: IBM WebSphere ESB. Experience:5-8 Years.

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 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 Mandatory Skills: AWS Cloud Data Platform Engineering. Experience:5-8 Years.

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 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 Mandatory Skills: Transformation Engineering. Experience:5-8 Years.

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 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 Mandatory Skills: STAF Test Automation Framework. Experience:5-8 Years.

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 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 Mandatory Skills: JAX-RS - Java API- RESTful Web Services. Experience:5-8 Years.

Role Purpose The purpose of the role is to create exceptional and detailed architectural application design and provide thought leadership and enable delivery teams to provide exceptional client engagement and satisfaction. Do 1. Develop architectural application for the new deals/ major change requests in existing deals a. Creates an enterprise-wide architecture that ensures systems are scalable, reliable, and manageable. b. Manages application assets and directs the development efforts within an enterprise to improve solution delivery and agility c. Guides how to construct and assemble application components and services to support solution architecture and application development d. Maintains the frameworks and artefacts used in the implementation of an application, with reference to the systematic architecture of the overall application portfolio e. Responsible for application architecture paradigms such as service-oriented architecture (SOA) and, more specifically, microservices, ensuring business achieve agility and scalability for a faster time to market f. Provide solution of RFPs received from clients and ensure overall design assurance Develop a direction to manage the portfolio of to-be-solutions including systems, shared infrastructure services, applications in order to better match business outcome objectives Analyse technology environment, enterprise specifics, client requirements to set a collaboration design framework/ architecture Depending on the clients need with particular standards and technology stacks create complete RFPs Provide technical leadership to the design, development and implementation of custom solutions through thoughtful use of modern technology Define and understand current state solutions and identify improvements, options & tradeoffs to define target state solutions Clearly articulate and sell architectural targets, recommendations and reusable patterns and accordingly propose investment roadmaps Evaluate and recommend solutions to integrate with overall technology ecosystem Tracks industry and application trends and relates these to planning current and future IT needs g. Provides technical and strategic inputs during the project planning phase in the form of technical architectural designs and recommendations h. Account mining to find opportunities in the existing clients i. Collaborates with all relevant parties in order to review the objectives and constraints of solutions and determine conformance with the Enterprise Architecture. j. Identifies implementation risks and potential impacts. k. Create new revenue streams within applications as APIs that can be leveraged by clients l. Bring knowledge of automation in application by embracing Agile and dev-ops principles to reduce manual part 2.Understanding application requirements and design a standardize application a. Creating Intellectual Property in forms of services, patterns, models and organizational approaches b. Designing patterns, best practices and reusable applications that can be used for future references c. Ensure system capabilities are consumed by system components and set criteria for evaluating technical and business value in terms of Tolerate, Invest, Migrate and Eliminate d. Provide platform to create standardize tools, uniform design and techniques are maintained to reduce costs of maintenance e. Coordinating input on risks, costs and opportunities for concepts f. Developing customised applications for the customers aligned with their needs g. Perform design and code reviews thoroughly on regular basis, keeping in mind the security measures h. Understanding design and production procedures and standards to create prototypes and finished products i. Work closely with systems analysts, software developers, data managers and other team members to ensure successful production of application software j. Offer viable solutions for various systems and architectures to different types of businesses k. Seamless integration of new and existing systems to eliminate potential problems and maintain data structure and bring value in terms of development l. Transforming all applications into digital form and implement and evolve around mesh app and service architecture that support new technologies like IOT, blockchain, machine learning, automation, BOTS etc m.Cloud Transformation: (Migration) Understanding non-functional requirements Producing artefacts such as deployment architecture, interface catalogue Identify internal and external dependency, vendor and internal IT management Support build and testing team n. Cloud Transformation: (Modernization) Understanding and Defining target architecture in Integration space Assessing project pipeline / demand and align to target architecture Technical support of delivery team in terms and POC and technical guidance o. Keep Up-to-date with the latest technologies in the market Mandatory Skills: Network Operations - Utilities. Experience: 8-10 Years.

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 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 Mandatory Skills: Enterprise Platform Engineering Go Lang. Experience:5-8 Years.