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.
Job Description: -
• Work as a member of support team to resolve issues related to product, should have good troubleshooting skills and good knowledge in support work.
• Independently apply problem solving skills to identify symptoms and root causes of issues. Make effective and efficient decisions even when data is ambiguous.
• Provide technical guidance, support and mentoring to more junior team members. Make active contributions to improvement decisions and make technology recommendations that balance business needs and technical requirements.
• Proactively understand stakeholder needs, goals, expectations and viewpoints, to deliver results. Ensure design thinking accounts for long term maintainability of code.
• Thrive in a highly collaborative company environment where agility is paramount. Stay up to date with latest technologies and technical advancements through self-study, blogs, meetups, conferences, etc.
• Perform system maintenance, production incident problem management, identification of root cause & issue remediation.
Roles & Skills: -
• Bachelor's degree in Information Technology, Computer Science or Engineering or equivalent work experience, with a proven track-record of successfully delivering on complex technical assignments.
• A solid foundation in Computer Science fundamentals, web applications and microservices-based software architecture. Full-stack development experience, including , Databases (Oracle, Netezza, SQL Server), Hands-on experience with Hadoop, Python, Impala, etc,.
• Excellent SQL skills, with experience working with large and complex data sources and capability of comprehending and writing complex queries.
• Experience working in Agile teams and conversant with Agile/SAFe tenets and ceremonies. Strong analytical and problem-solving abilities, with quick adaptation to new technologies, methodologies, and systems.
• Excellent English communication skills (both written and verbal) to effectively interact with multiple technical teams and other stakeholders.
• High-energy, detail-oriented and proactive, with ability to function under pressure in an independent environment along with a high degree of initiative and self-motivation to drive results.
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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 |
Experience: 5-8 Years .
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