Location: Bangalore, Pune, Gurgaon, IndiaWorkplace Type: Hybrid
About the RoleWe are seeking a highly skilled and motivated Java Full Stack with Angular & Azure to join our dynamic team. In this role, you will be responsible for supporting process delivery by ensuring the daily performance of Production Specialists, resolving technical escalations, and developing technical capability within the team. You will play a crucial role in maintaining superior customer service levels and ensuring operational excellence.
This hybrid position offers the flexibility to work both onsite and remotely, fostering a collaborative and productive work environment. The ideal candidate will possess strong technical skills, excellent problem-solving abilities, and a passion for mentoring and guiding team members.
Key Responsibilities
- Oversee and support process by reviewing daily transactions on performance parameters.
- Review performance dashboards and scores for the team, providing insights and recommendations for improvement.
- 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 efficiently and effectively.
- Resolve client queries as per the SLAs defined in the contract, maintaining high levels of customer satisfaction.
- 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 and improve overall service quality.
- Identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution, ensuring timely and appropriate action.
- Ensure all product information and disclosures are given to clients before and after the call/email requests, maintaining transparency and compliance.
- Avoid legal challenges by monitoring compliance with service agreements and adhering to established protocols.
- Handle technical escalations through effective diagnosis and troubleshooting of client queries, providing timely and accurate solutions.
- Manage and resolve technical roadblocks/escalations as per SLA and quality requirements, ensuring minimal disruption to operations.
- If unable to resolve the issues, timely escalate the issues to TA & SES, ensuring prompt attention and resolution.
- 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, maintaining a positive customer experience.
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business, demonstrating proactive problem-solving.
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations, ensuring clear and concise communication.
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLAs, monitoring performance and satisfaction.
- 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, fostering a culture of continuous learning and development.
- Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist, addressing specific training needs.
- Develop and conduct trainings (Triages) within products for production specialist as per target, enhancing their technical proficiency.
- Inform client about the triages being conducted, maintaining transparency and collaboration.
- Undertake product trainings to stay current with product features, changes, and updates, ensuring up-to-date knowledge.
- Enroll in product specific and any other trainings per client requirements/recommendations, continuously improving skills and expertise.
- Identify and document most common problems and recommend appropriate resolutions to the team, contributing to knowledge sharing and problem-solving efficiency.
- Update job knowledge by participating in self-learning opportunities and maintaining personal networks, staying abreast of industry trends and best practices.
Required Skills & Qualifications
- 5-8 years of experience in a production support role or similar.
- Strong knowledge of Windows Platform Engineering and Full Stack technologies.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Excellent communication and interpersonal skills.
- Experience in mentoring and training team members.
- Familiarity with SLA management and compliance.
- Ability to analyze data and identify trends.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Experience with performance monitoring and reporting.
- Understanding of ITIL framework is a plus.
- Bachelor's degree in Computer Science or a related field is preferred.
Programming & Core Technologies
- Core Java (Java 17+)
- JavaScript / jQuery
- TypeScript
- Node.js (setup & configuration)
Backend Development
- Spring Framework
- Spring MVC
- Spring Boot
- RESTful API development
- API integration (third-party systems)
- Microservices architecture
Frontend Development
- Angular (v16+)
- PrimeNG
- Angular Material UI
- Routing
- Data binding
- API callbacks
- Interfaces
- React (v3+ ecosystem)
- Redux
- State Management
- Hooks
- Props
- Routing
- Single Page Applications (SPA)
Database & SQL
- SQL (advanced queries)
- Inner joins / Outer joins
- Complex query optimization
- PL/SQL
- Oracle Database
- Database integration with APIs
Architecture & Design
- Microservices-based architecture
- Circuit Breaker pattern
- Saga design pattern
- Software architecture design
- Business problem analysis & solution design
Messaging & Streaming
- Apache Kafka
- Topic configuration
- Partitioning
- Metadata setup
Cloud Platforms
- Microsoft Azure
- App Services
- Logic Apps
- Storage Accounts
- Azure Functions
- Azure Kubernetes Service (AKS)
- Amazon Web Services (AWS)
- EKS (Elastic Kubernetes Service)
- ECS (Elastic Container Service)
- S3
- RDS
- ALB (Application Load Balancer)
- Step Functions
DevOps & Deployment
- CI/CD pipelines
- GitHub Actions
- Docker (containerization)
- Kubernetes (AKS/EKS)
- API Gateway configuration
- Load balancer setup
- API registry setup
Integration & Systems
- Third-party system integration
- API Gateway configuration
- Distributed systems communication
Soft Skills
- Communication
- Articulation
- Professional attitude
- Problem-solving mindset
Qode