Senior Technical Lead

Job Summary

Job Summary

Service Now platform architecture, ITSM (Incident, Problem, Change, Request),Service Now scripting and troubleshooting, Flow Designer / Workflow Editor,Integrations and MID Server, Security, ACLs, and role management

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Section Title: Key Responsibilities

Key Responsibilities

1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
2. Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
4. Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

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Section Title: Skill Requirements

Skill Requirements

1. In-Depth Knowledge Of Product Support Processes Across L1-L2-L3 Levels.
2. Strong Understanding Of Customer Service Principles And Practices.
3. Proficiency In Root Cause Analysis Techniques And Tools.
4. Excellent Communication And Collaboration Skills To Work Effectively With Cross-Functional Teams.
5. Advanced Problem-Solving Skills With The Ability To Analyze Complex Issues And Develop Actionable Solutions.

Key Responsibilities

1. To be responsible for providing technical guidance to a team of developers, enhancing their technical capabilities and increasing productivity.

2. To conduct comprehensive code reviews, establish and oversee quality assurance processes, performance optimization , implementation of best practices and coding standards to ensure successful delivery of complex projects.

3. To ensure process compliance in the assigned module| and participate in technical discussions/review as a technical consultant for feasibility study (technical alternatives, best packages, supporting architecture best practices, technical risks, breakdown into components, estimations).

4. To collaborate with stakeholders to define project scope, objectives, deliverables and accordingly prepare and submit status reports for minimizing exposure & closure of escalations.

Skill Requirements

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Other Requirements

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