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.

͏

Job Description

Must have skills: React JS, HTML/CSS/JavaScript

Good to have skills: Angular (TypeScript, RxJS, Angular CLI)

Above 5+ years in Design and implement responsive user interfaces using React and Angular

Ensure seamless user experiences by developing reusable components and optimizing front-end performance

Collaborate with UI/UX designers to translate wireframes and prototypes into interactive web pages

Integrate frontend components with third-party provided SDKs and APIs

Software Engineer focused on building large-scale enterprise design experience and are used to provide high-available, mission critical solutions.

Experience in React, React hooks, TypeScript, RxJS, Angular, HTML/CSS/JavaScript, RESTful API Integration

Experience with Azure Web Apps (or equivalent), CI/CD pipelines, Version Control (Git), Monitoring & Logging (Splunk, ELK, Grafana)

Experience in Java, Spring boot, Microservices Architecture, Multithreading & Concurrency and at least one scripting language (Shell, Python etc.)

Any experience with industry leading IAM products (such as Ping Federate, etc) would be a plus

Location

• Only Pune

͏

**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

͏

**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

͏

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