24*7 technical support
The Contributor handles complex cases that have been escalated by different stakeholders.
Manage technical escalations and blockages in pipelines, provide status updates and drive
them to successful resolution.
The contributor would be the primary escalation point for all issues in the ETL pipelines and
would be the point of contact for all crisis management related to blockages.
Assess and report process issues, attend triage to discuss customer impact and status, and
report back to the Core Team. This includes communication of customer impact to all internal
customer facing teams.
Work as an onCall support for all critical escalations, if needed able to fix code (in absence of
primary developer).
Keep upto date with latest development updates in critical and sensitive pieces of code in
the pipeline that goes into production, and if escalation comes. Be able to roll back
changes.
Read, understand and analyze development logs / daily progress of verticals and share it with
leads.
Scripting and data handling through Internal Google applications.
Development and document support process (SOPS), includes developing support
requirements with Product Management and Engineering.
Responsible for Support Member Training. Serves as the project’s technical advisor to
management and represents the team at cross-functional meetings and discussions
Confers with the Team Lead/Manager daily to clarify priorities, processes, assignments and to
discuss any issues therein.
Document all blockages and customer-reported problems in the database/process related
guides, including the nature of the blockage, and the resolution recommended/provided.
Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FRT (First
Response Time)
Regular client/leads interactions to discuss pipeline blockage related issues and progress of
resolutions for escalations
In absence of critical workflows, resources will work on regular pipeline monitoring
Requirements
Minimum Qualifications:
Preferably B.Tech or other graduate in computer science with good academics
Open to work in 24×7 shift environment
Skills and Requirement
Strong analytical, logical reasoning and problem solving skills
Knowledge of any programming language
Has a sound understanding of computer science concepts like OOPS, Database (SQL) and
Data Structure
Good verbal and written communication skills
Good academics and quick learner
Preferences
Job Responsibilities
24*7 technical support
The Contributor handles complex cases that have been escalated by different stakeholders.
Manage technical escalations and blockages in pipelines, provide status updates and drive
them to successful resolution.
The contributor would be the primary escalation point for all issues in the ETL pipelines and
would be the point of contact for all crisis management related to blockages.
Assess and report process issues, attend triage to discuss customer impact and status, and
report back to the Core Team. This includes communication of customer impact to all internal
customer facing teams.
Work as an onCall support for all critical escalations, if needed able to fix code (in absence of
primary developer).
Keep upto date with latest development updates in critical and sensitive pieces of code in
the pipeline that goes into production, and if escalation comes. Be able to roll back
changes.
Read, understand and analyze development logs / daily progress of verticals and share it with
leads.
Scripting and data handling through Internal Google applications.
Development and document support process (SOPS), includes developing support
requirements with Product Management and Engineering.
Responsible for Support Member Training. Serves as the project’s technical advisor to
management and represents the team at cross-functional meetings and discussions
Confers with the Team Lead/Manager daily to clarify priorities, processes, assignments and to
discuss any issues therein.
Document all blockages and customer-reported problems in the database/process related
guides, including the nature of the blockage, and the resolution recommended/provided.
Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FRT (First
Response Time)
Regular client/leads interactions to discuss pipeline blockage related issues and progress of
resolutions for escalations
In absence of critical workflows, resources will work on regular pipeline monitoring
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