Java Tech Lead
Apply NowCompany: Futran Tech Solutions Pvt. Ltd.
Location: Collierville, TN 38017
Description:
Title: Java Tech Lead
Location: Collierville, TN
Job Responsibilities:
The purpose of the role is to support application development by ensuring team management , resolve technical escalations and develop technical capability within the development team
Candidate has to be well versed in Java, Spring Boot, Microservices architecture. Should have hands-on development experience and prior experience in leading the team.
Should be able to work in SAFe Agile methodology and guide the team along
Oversee and support deliveries by reviewing daily transactions on performance parameters
1. Review performance dashboard and the metrics 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. Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
6. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
7. Ensure all product information and disclosures are given to clients before and after the call/email requests
8. Avoids legal challenges by monitoring compliance with service agreements
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
Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
1. Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
2. Undertake product trainings to stay current with product features, changes and updates
3. Identify and document most common problems and recommend appropriate resolutions to the team
4. Update job knowledge by participating in self learning opportunities and maintaining personal networks
Location: Collierville, TN
Job Responsibilities:
The purpose of the role is to support application development by ensuring team management , resolve technical escalations and develop technical capability within the development team
Candidate has to be well versed in Java, Spring Boot, Microservices architecture. Should have hands-on development experience and prior experience in leading the team.
Should be able to work in SAFe Agile methodology and guide the team along
Oversee and support deliveries by reviewing daily transactions on performance parameters
1. Review performance dashboard and the metrics 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. Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting
6. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
7. Ensure all product information and disclosures are given to clients before and after the call/email requests
8. Avoids legal challenges by monitoring compliance with service agreements
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
Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
1. Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist
2. Undertake product trainings to stay current with product features, changes and updates
3. Identify and document most common problems and recommend appropriate resolutions to the team
4. Update job knowledge by participating in self learning opportunities and maintaining personal networks