Title: (Contract) Java Backend Developer
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.
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Minimum 5 years of commercial experience developing web applications using the Java/Spring stack
- DevOps experience (creating and improving CI/CD pipelines in cloud environments, networking, Unix, understanding k8s and docker registries)
- Distributed systems design (Experience Kafka streams is mandatory)
- Software and solution architecture experience
- Refactoring, performance, and memory tuning
- Build systems (Maven or Gradle): dependency management, build lifecycle, release and version management
- Git branching model (git flow, GitHub flow)
- Frameworks: Spring, ORM, messaging, security, batch, integration
- Databases: consistency models, SQL, distributed transactions
- Microservice architecture patterns and best practices, communication patterns: HTTP, messaging, gRPC, CQRS
- API design best practices including API First
- Algorithms and problem-solving skills
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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
No | Performance Parameter | Measure |
1 | Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT |
2 | Team Management | Productivity, efficiency, absenteeism |
3 | Capability development | Triages completed, Technical Test performance |