Job Description

• 7 + years of focused and in-depth experience in implementing complex business analytics applications using big data technologies.
• A problem-solvers, with good analytical skills and a can-do attitude.
• Experience of various programming technologies and has good development sense, modular coding experience.
• Participated in various Hackathons and provided optimal & impactful solution to a real-world problem.
• Start-up mindset, has worked in big data start-ups using Spark or comes with boutique or captive firms knows for building big data solutions using Spark
• Extensive experience as a Data engineer with experience in designing, developing, and managing complex data pipelines which collects, store, process, and analyses large volumes of data
• Develop optimized data pipelines and make sure they are executed with high performance
• Experience in Linux Bash, PowerShell, and Python scripting
• Perform research to handle any problems faced while meeting the business objectives.
• Believer of “Clean Code” follows importance of various clean code approaches
• Conducts through unit test of the code, discover issues, and fix them diligently
• Worked with version control tools such as Git and SVN.
• Extensively worked on Python Programming, Spark coding using scala or PySpark
• Knowledge of cloud technologies especially Azure, Databricks, and Devops (Git, development of CI/CD pipelines, containers) would be an added advantage
• Design functional and technical architectures
• A team player practices in Peer code reviews, Pair programming
• Great communication abilities, both technically and non-technically.
• Can work independently with little or no supervision.

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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