BENGALURU · FULLTIME
Technical Team Lead
Infosys BPM
Bengaluru · onsite · Posted 1d ago
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Undisclosed3–6 yrsfulltimeBengaluru
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Section · 01
About this role
Roles & ResponsibilitiesFirst point of contact for customer concerns relating to technical issues with the Magento E-commerce application.
Act as a customer champion and communicate their needs to internal product and engineering groups.
Provide timely response/resolution to technical, product, and cloud infrastructure inquires.
Provides resolutions within established Service Level Agreement Guidelines.
Trouble-shoot/qualify cases before advancing it to engineering.
Answer questions regarding product functionality and usage.
Work high priority technical incidents and critical outages.
Product content creation (KB articles, white papers, forum participation).
Provide knowledge transfer sessions to help reduce critical issues into Adobe.
Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis, and Performance issues for AEM.
Troubleshoot, validate, and report customer-submitted bug reports.
Provide Support Fix to customer for AEM, if changes are trivial.
Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
Acts as a customer advocate ensuring all customers' voices are heard.
Liaise with engineering/product management to ensure customers' desires for future product development are heard
Address customer concerns and questions, large and small, in an effective and timely manner
Understand the real-world impact that issues and defects have on customers
Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager
Assist in testing new and enhanced product features
Manage incidents professionally and within stated timelines
Accurately record and maintains incident in accordance with department standards
Participate in department team meetings
Assist in special projects and other duties as assigned
Educational RequirementGraduate
Preferred SkillsTechnology->Java->Java - ALL,Technology->Content Management->Opentext CMS,Technology->Open System->Linux
Service LineBPO COO Office
Educational RequirementGraduate
Preferred SkillsTechnology->Java->Java - ALL,Technology->Content Management->Opentext CMS,Technology->Open System->Linux
Service LineBPO COO Office
Sourced from naukri
Section · 02
Skills
customer satisfactionopentextCustomer SupportContent ManagementCMSMagentoService Level Agreementadobe experience managerCloud InfrastructurecloudContent CreationJavabpoProduct ManagementProduct DevelopmentLinux
Section · Company
About Infosys BPM
Infosys BPM
BPO
12.9k+
employees
2002
24 years old
Bangalore/Bengaluru, Karnataka
India
About
Infosys BPM, the business process management subsidiary of Infosys Limited, provides end-to-end transformative Digital BPM services for global enterprises.
Industries
BPOFinancial Services
Employee ratings
12,063 reviews
3.5/ 5
Culture
3.6
Career growth
2.7
Work-life
3.5
Employees rate it well for
Salary2773Work Environment1236Job Security1220Work Culture1197Senior Management830
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