Hands on experience in Kafka.
Hands Experience in CI-CD pipeline using Jenkins, Kubernetes, Dockers
Work experience either of following CLOUD (AWS or Azure or GCP) will be an advantage.

Skills: Java Backend

Primary Skills:

Java, Spring Boot, Web Services (SOAP and REST), Microservices (Good understanding of Microservices architecture and design patterns)

Database: Oracle or PostgresSQL,
Integration (ESB): Solace / Confluent or Apache Kafka (Any one of these)

Secondary Skills:

Intermediate Level: Data Platform: Hazelcast, Observability : ELK
Basic Level : Container : OCP, Cloud : AWS , Agile & DevOps (ADO) - Azure DevOps

Skills: Kafka Integration

5-15 years' IT experience with at least 4 years' experience in Kafka

Understand and hands-on experience in setting up Kafka platform, maintaining and upgrading Kafka clusters.

Experience on Kafka performance tuning.

Strong knowledge and Hands on experience on Java/Spring Boot/Spring Framework/ REST and SOAP Webservices, and able to write producer and consumers for Kafka.

Hands on experience on middleware technology and related functionalities i.e. extraction, transformation, filtering etc.

Experience on containers (docker), Kubernetes, develops build pipeline and release pipeline.

Pro-activeness and Interest to learn and scale-up on new technologies.

Good communication skill to articulate and present the design and solution to different stakeholders

Lead discussion with customer on requirements and solution.

Coordinate with business and test teams.

Able to present solution options and gain business acceptance.

Able to clearly identify scope and out of scope items and support team management in preparing change request documentation along with High level estimates

Skills: WebMethods

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.

Oversee and support process by reviewing daily transactions on performance parameters

Review performance dashboard and the scores for the team

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

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

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

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

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

Avoids legal challenges by monitoring compliance with service agreements

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

BED