1. Oversee and support process by reviewing daily transactions on performance parameters

1. Review performance dashboard and the scores for the team

2. Support the team in improving performance parameters by providing technical support and process guidance

3. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions

4. Ensure standard processes and procedures are followed to resolve all client queries

5. Resolve client queries as per the SLA's defined in the contract

6. Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting

7. Document and analyze call logs to spot most occurring trends to prevent future problems

8. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

9. Ensure all product information and disclosures are given to clients before and after the call/email requests

10. Avoids legal challenges by monitoring compliance with service agreements

2. Handle technical escalations through effective diagnosis and troubleshooting of client queries

1. Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements

2. If unable to resolve the issues, timely escalate the issues to TA & SES

3. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

4. Troubleshoot all client queries in a user-friendly, courteous and professional manner

5. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business

6. Organize ideas and effectively communicate oral messages appropriate to listeners and situations

7. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA's

3. Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

1. Mentor and guide Production Specialists on improving technical knowledge

2. Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist

3. Develop and conduct trainings (Triages) within products for production specialist as per target

4. Inform client about the triages being conducted

5. Undertake product trainings to stay current with product features, changes and updates

6. Enroll in product specific and any other trainings per client requirements/recommendations

7. Identify and document most common problems and recommend appropriate resolutions to the team

8. Update job knowledge by participating in self learning opportunities and maintaining personal networks

MUST HAVE:

1. Expert knowledge in Java Design Patterns and Microservices. Expert knowlegde in Angular Architecture

Experience in java8/J2EE >10 years

2. Experience in Spring framework(Spring Core with Annotation, Spring Boot Spring Rest docs).

3. Good Understanding of Spring Security & Authorization.

4. Experience with build tools Gradle/Maven & Git version control

5. Experience with SpringBoot servers

6. Good understating of data serialization and JSON

8. Experience with logging frameworks SLF4J & Logback

9. Strong communication skills.

10. Experience in Test Frameworks and Mockito

11. Banking/ financial industry experience .

12. Must have good knowledge in JIRA and agile methodologies

13. Experience in UI development using AngularJS or Angular 6.x and above

14. Knowledge of Feign api client is a plus.

15. Experience with server side caching technologies like EhCache

16. Experience working in Cloud infrastructure and deployment