Middleware Application Support

Hyderabad, India; Bengaluru, India
- Tech Hiring
- 3079053

**Role Purpose**
- 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. _

**Do**
- **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_
- _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_

**Stakeholder Interaction**

***

**Stakeholder Type**

**Stakeholder Identification**

**Purpose of Interaction**

**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- TA, SEs_
- Escalation and issue resolution_
- Production Specialist_
- Training, issue escalation/ resolution_

**External**
- Client_
- Query Resolution_

**Display**

Lists the competencies required to perform this role effectively:

- **Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools and systems - **Competent**

**Competency Levels**

**Foundation**

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.

**Competent**

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

**Expert**

Applies the competency in all situations and is serves as a guide to others as well.

**Master**

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- **Behavioral Competencies**
- Domain Knowledge
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Stakeholder Management
- Client (Internal) Centricity
- Effective Communication

**Deliver**

**No.**

**Performance Parameter**

**Measure**

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback, NSAT/ ESAT

2.

Team Management

Productivity, efficiency, absenteeism

3.

Capability development

Triages completed, Technical Test performance

Weblogic App Server

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age