Mainframe Production Support Analyst

Who We Are:

Founded in 2018, HighLevel Inc. is a B2B SaaS Platform catering to Marketing Agencies. We aim to provide a comprehensive solution for marketing agencies, offering cutting-edge tools and seamless client service. Our diverse clientele includes digital marketing agencies, Ads agencies, SEO agencies, Call center/Sales agencies, and freelancers. We serve various niches such as real estate, dental & medical, local businesses, e-commerce, professional, and field services.

Our platform encompasses a wide range of products, including CRM, funnel builder, website builder, forms & surveys, WordPress hosting, email marketing, telephony, reviews management, omni-box communications, social media, invoicing & payments, and more. Currently, we support over 20,000 agencies and 300,000 small & medium businesses. Our remote team of 800+ professionals operates across 15 nations.

Who You Are: 

The Manager of Customer Support is responsible for the supervision and operational management of a customer-centric workforce focused on solving issues for our customers. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction.

Essential Functions:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

• Achieves customer service objectives by contributing and making recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.

• Being able to interpret data that translates into action to improve the team. 

• Monitors the overall health of the support system which includes but is not limited to live ticket queues, live channel queues, major bugs and staff availability.

• Involved in determining customer service employee requirements by maintaining contact with employees to determine areas of improvement by reviewing operational environments; conducting surveys; benchmarking best practices; and analyzing information and applications.

• Improves customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.

• Responsible for providing employees with technical resources; providing technical advice; resolving problems; and disseminating advisories, warnings, and new techniques.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations. 

• Act as an escalation point for high-severity customer issues that arise from within the team; directly from customers; or from other HighLevel functions. 

• Serve as an influential leader by demonstrating professionalism, passion, and enthusiasm, providing communication, and motivation, and creating teamwork and collaboration.

• Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.

Experience/Education/Certifications Required:

• Associate's/ Bachelor's degree or equivalent experience
• 5+ Years in management 
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+ 
• Project management skills 
• Leading a results-driven team 
• People manager at heart, you love mentoring, leading and contributing to the professional development of those around you 
• Strong collaboration, time management, influencing and prioritization skills are critical to the success of this role
• The ability to build and maintain relationships internally with the team and with customers
• Excellent listening, presentation and communication skills at all levels
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• Strong customer-facing communication skills
• Demonstrated data-driven approach to problem solving
• Must be a go-getter and not afraid to ask questions
• Must have basic computer and Excel skills

Language Skills Required Vs. Preferred: 

• Fluent in English.
• Demonstrated verbal and written communication skills.

EEO Statement:

At HighLevelwe value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Techno-functional BA

GormalOne is a social impact enterprise focused on farmer centric projects. Our vision is to make farming highly profitable for the smallest farmer, thereby ensuring India's “Nutrition security”. Our mission is driven by use of advanced technology. Our technology will be highly user-friendly, for the majority of farmers, who are digitally naive. We are looking for people, who are keen to use their skills to transform farmers' lives. You will join a highly energised and competent team which works on advanced global technologies such as OCR, facial recognition, AI-led disease prediction amongst others.

We are looking for a Techno-functional BA to bridge the gap between IT and business teams. You will be responsible for engaging with business leaders to gather functional requirements and document processes. A BA is then responsible for conveying the functional requirements to developers, helping them determine the technical requirements for the work.

• Should be quick to understand what business does and how it does and determine how to improve existing business processes.
• Identify the steps or tasks to support the implementation of new features & design the new features to implement. 
• Analyse the impact of implementing new features and implement the new features.
• Generation of technical Design Documents and changing them as per the required changes proposed.
• Validating product bug fixing solutions for production issues are raised on daily basis and handing over to the business team after initial testing.
• We are looking for a Techno-Functional analyst, who should be good in technical skills like SQL, PL/SQL, APIs, Report and XML publishers.
• New business requirement analysis to find the GAP and resolution for smooth business operations.
• Able to translate functional requirements into technical specifications and to gather and document development requirements.
• Work with Business Development Teams and business users to resolve customer support issues and Project work you are doing.
• Involve in QA cycle User acceptance testing.
• Training end-users regarding application functionalities.
• Follow the Scrum process, participate in Scrum ceremonies and follow the incremental delivery model

• 1-2 years of relevant experience in a similar role. 
• Proven experience with business and technical requirements analysis, elicitation, modelling, verification, and methodology development.
• Demonstrated understanding of .Net/Java, Relational Databases, and dev stacks.
• Experience in UI/UX best practices and familiarity with Designing tools like Adobe XD etc.
• Excellent analytical, mathematical, and creative problem-solving Logical and efficient, with keen attention to detail.
• Excellent listening, interpersonal, written, and oral communication The ability to communicate with stakeholders and work closely with them to determine acceptable solutions.
• Experience creating detailed reports and giving presentations and competency in Microsoft applications including Word, Excel, PowerPoint, and Outlook.
• Highly self-motivated and able to effectively prioritize and execute tasks while under pressure. 
• Excellent planning, organizational, and time management skills.
• Willing to travel to customer location.

• A bachelor’s degree in engineering CS/IT or related field.
• Knowledge of integrating with Web Services, XML(Extensible Markup Language), and other API(Application Programming Interface) to transfer the data - from source and target, in addition to the database.
• Knowledge in Dairy domain.

Requirements:

• Installing and configuring software, hardware and networks. •Administrate infrastructure, including firewalls, databases, malware protection software and other processes

•Provide technical support for hardware/software issues and resolve help desk requests

•Monitor the system daily and respond immediately to security or usability concerns.

•Upgrade systems with new releases and models and ensuring security and efficiency of IT infrastructure.

•Constant finetuning of the OS for improving the performance of the system.

•Coordinating with OEM support teams in case of any dockets raised and ensure the issues are resolved.

•Provisioning Operational support and troubleshooting the issues related to system administration.

•Perform in 24 x 7 environment in shift roaster and attend calls whenever assigned

•Must be Red Hat certified professional.

Skills Required:

•Red Hat (Primary)

•Debian

•Ubuntu

•SUSE

Job Description:

- Experience as a Web Methods Developer with both MFT and JDBC adapter 

experience​

- Experience in Web Methods Integration 9.x, 10.x/above.​

- AS2 transmission with partners.​

- Working experience in webMethods designer, Integration Server, Web Services 

(REST, SOAP), pub-sub model, JMS, SAP adapter, SFDC adapter, AS400 adapter, 

Web Methods Test Suit and MQ Adapters.​

- Hands on building BPM and TN integrations. Must have built process models in 

deployed them till production.​

- Hands on CAF. Must have built custom pages on CAF and deployed then till 

production.​

- Knowledge on Scrum methodology.​

- Basic Fundamental understanding, logical reasoning, problem solving approach.​

- Excellent communication.​

- Good Problem Solving Approach 

Primary Skills :

- Experience as a Web methods Developer with both MFT and JDBC adapter 

experience​

- RESTful service development​

- In-depth ESB knowledge​

- Experience in SAP adapters

Role / Purpose - Lead Developer - API and Microservices

Must have a strong hands-on development track record building integration utilizing a variety of integration products, tools, protocols, technologies, and patterns.

• Must have an in-depth understanding of SOA/EAI/ESB concepts, SOA Governance, Event-Driven Architecture, message-based architectures, file sharing, and exchange platforms, data virtualization and caching strategies, J2EE design patterns, frameworks
• Should possess experience with at least one of middleware technologies (Application Servers, BPMS, BRMS, ESB & Message Brokers), Programming languages (e.g. Java/J2EE, JavaScript, COBOL, C), Operating Systems (e.g. Windows, Linux, MVS), and Databases (DB2, MySQL, No SQL Databases like MongoDB, Cassandra, Hadoop, etc.)
• Must have experience implementing API Service architectures (SOAP, REST) using any of the market-leading API Management tools such as Apigee and frameworks such as Spring Boot for Microservices
• Should have Advanced skills in implementing API Service architectures (SOAP, REST) using any of the market-leading API Management tools such as Apigee or similar frameworks such as Spring Boot for Microservices 
• Appetite to manage large-scale projects and multiple tracks
•  Experience and knowhow of the e-commerce domain and retail experience are preferred
•  Good communication & people managerial skills

• Experience on using Mendix Developer Studio for designing and developing Web-based
  applications
  Knowledge of web services
  Knowledge of export & importing data
  Knowledge of debugging the web services & microflows
  Understanding Data models and SQL Query Building
  Build applications using Schema Domain Entity Design, User Interface Development for
  Desktop, Tablet and Mobile devices
  Knowledge of building Microflows and Nanoflows and using Containers
  Understanding Data models and SQL Query Building
  Strong customer intrfacing and conflict resolution skills

Should be able to help user acceptance testing 

Skills Required:

• Strong interpersonal skills.
• Problem-solving attitude.
• Excellent communication skills.
• Aptitude for fostering positive relationships.
• Teamwork and leadership skills  

• 2+ years of experience
• Excellent technical skills on Salesforce or similar applications which include building customized applications using JAVA, MIcroservices, Apex classes and Triggers, Visualforce Pages, Apex Jobs, Lightning Component, Integration, Process Builder or configure components/Flexi pages to implement expected functionality.
• Worked with different tools like Copado, Data loader, Jira, VS Code, Eclipse, SonarQube, etc.
• Able to Manage deployment activities, code review, and deployment using data loader
• Implementation of Entitlement and Milestones, platform events, visual flows, etc.
• Implement web services using REST API/SOAP API.
• Inbound / Outbound Integration.
• Involvement in Solution designing and Estimations.
• Create Email Templates, Page Layouts, Record Types, Custom Fields, Lightning Record Pages, etc.
• Performed pre-deployment and post-deployment activities.
• Experience in Workflows, custom metadata
• Implementing DevOps in Enterprise application
• For Support Developer – Problem-solving mindset

Good to have –

• BFSI industry experience
• Agile project management experience