Team Lead L3 Technical Support

About Us:

Merkle, a dentsu company, is a leading data-driven customer experience management (CXM) company that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The company’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive hyperpersonalized marketing strategies. Its combined strengths in consulting, creative, media, analytics, data, identity, CX/commerce, technology, and loyalty & promotions drive improved marketing results and competitive advantage. With more than 14,000 employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the Americas, EMEA, and APAC. 

Role Description:

Ensure successful project completion by understanding client expectations, overseeing operations on key projects and coaching a team of 7 - 10. It's an opportunity to work with top 10 market research firms, or large corporations, leverage Ugam's proven project management frameworks, and collaborate with some of the most experienced in market research

Key Responsibilities: AEM Developer:

• Experience implementing Adobe AEM (AEM 6.4 or higher)

• Design, develop and support AEM content fragments, integrations, and applications

• Experience with secure coding practices

• Experience implementing web content management systems in a large corporate environment.

• Experience with object-oriented design and design patterns

• Excellent estimation abilities in scoping work in a highly complex environment

• Experience with dispatcher, caching

• Experience with OSGI Bundles.

• Hands on experience with Java/J2EE, Struts, Hibernate, JavaScript, HTML, CSS, CRXDE, JCR, sling models, sling servlets, OSGI configurations,

• AEM dispatcher configuration, workflows, content fragment models, dynamic templates, and components creation.

• OSGI Architecture Sling Servlets and Sling Framework

• Strong experience in Adobe CQ5/AEM6.x Content Management (CMS)

• Experience of creating OSGI bundles, AEM Templates/Components, Workflow

• Identifying and documenting functional and technical requirements.

• Good in Java/J2EE skills and OOPS with proficiency design patterns

• Good understanding and work experience of Java Frameworks (like Struts, Spring etc.) and knowledge of CRX and Apache Sling.

• Should have experience in designing modules, templates and components.

• Exposure to more than one end to end implementation on AEM Qualifications AEM Certification is an add on 

What are we looking for?

At least 3 years of experience in AEM Knowledge and experience in Sling Model, JAVA, Workflow, Sites, Assets, AEM Cloud, Servlets, OSGI Configurations, content fragment, Workflow, etc.

We thank you for sending us your profile & details for this role. If your profile gets shortlisted for roles with us, we look forward to a conversation with you to learn about more of what makes you awesome!

What you need to have:

Senior Team Lead, Software Engineering (96386)

Role: Senior Team Lead

1. Java
2. Microservices
3. Hadoop
4. People Management Skills.

                   
Will be a plus if knowledge on -            

AWS

Location:    Bangalore India – North Gate.

3+ years of industry experience designing, building and supporting cloud-native systems in production with a solid grasp on good software engineering practices such as code reviews, a deep focus on quality, and documentation

• Demonstrable backend development expertise using Java (JDK 8+, 11 preferred)
• Proven Experience writing reactive, event-driven, asynchronous code using Vert.x
• Fair understanding of networks, security, system resilience & clustering • Experience with MongoDB & ELK stack
• Experience building & consuming RESTful APIs • Experience writing Unit & Integration tests with JUnit5 / Jupiter
• Ability to troubleshoot and effectively resolve issues across services and multiple levels of a complex technical stack that includes microservices, container & virtualized environments, and message & event streams, in a timely manner.
• A desire to learn and apply best practices in software development
• Good communication, and the ability to work remotely with minimal supervision

Nice to have skills:

• Oracle database experience a plus
• Experience with Apache Kafka (or Java Messaging Services in general) & Nifi
• Experience with containers & orchestration – Docker, Docker Swarm, Kubernetes
• Experience with CI / CD – Jenkins, Nexus, AWS and / or Azure Cloud infra

Responsibilities

• Interact with the Velocity customers via phone, email or video conference and by demonstrating the highest level of urgency, resolve customer issues in a timely manner. 

• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.

• Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations

• Be an Owner and respond to internal inquiries related to Velocitysystems, products and processes. Interact with multiple third-party vendors to resolve the issues

• Understand the technical application of the Velocity suite of products and services

• Partner with Customer Success, Sales, Engineering and Product teams to resolve sophisticated problems with potentially costly and far-reaching consequences 

• Write it Down: identify and create documentation that Empower Others 

What do you need?

• 3+ years of relevant experience in Customer Success

• Have an understanding of web applications, REST APIs, DB Systems

• Experience with JavaScript, Ruby, Perl, or Python programming

• Prior knowledge of DBMS, SQL

• Past experience of using tools like Postman, Kibanna, 

• Strong analytical and problem solving skills.

• Strong debugging skills. Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.

• Team player with solid communication and presentation skills

• Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations

• In charge of interfacing with clients to understand key requirements, business background and design objectives.
• Finding out about the project requirements estimating the time the project will require, and providing a cost
• Preparing website information architects wireframes.
• Worked on Shopify & ecommerce platforms
• Provided a proper web platform by coordinating in
• Website building with a creative approach & activating social networking platform for the clients.
• Assisting in selecting the right technology framework for developing the solution, discussing
• proposals with clients and ideating to develop user interface design, website maps and navigation features.
• Interact and coordinate with designers and coders to effectively execute the idea.
• Test the website and identify any technical problems
• A solid understanding of web application development processes, from the layout/user interface
• Should have an understanding of Google Analytics and how it works
• Should be a team player and lead the team and delegate work
• Should have a good eye for UI and UX and design
• Well Spoken and good with communication

• provide first, and second-tier (L1, L2) product support via Email, Social media, and our Forums.

• Resolving all customer issues in a time-bound manner. Comply with the SLA for issue resolution.

• Monitoring application processes, application logs and taking appropriate resolution actions in case of failures. Ask customers targeted questions to understand the root of the problem quickly.

• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues in using Enpass.

• Work closely with technical teams to investigate complex issues and enhance the quality of existing products.

• Document and follow-up customer suggestions for continued improvements to the Development Team.

• Provide daily metrics and reports on tickets; maintain the ticketing system and the tickets.

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Improve Product user-guide and FAQs.

• ONLY B.TECH CANDIDATES MUST APPLY. FRESHERS DO NOT APPLY.

• CANDIDATES WITH RELEVANT TECH SUPPORT EXPERIENCE ONLY MUST APPLY
• CANDIDATE MUST HAVE FLUENT ENGLISH SPEAKING SKILLS (BOTH WRITTEN AND VERBAL)

•   Experience in designing and developing interactive, user-friendly applications.
• Proven work experience or Knowledge in Java technologies.
• Mandatory Skills: Core Java, Jsp & servlet.
• Desired Skills: Spring Boot 
• Execute full software development life cycle (SDLC)
• Develop flowcharts, layouts and documentation to identify requirements and solutions
• Integrate software components into a fully functional software system
• Develop software verification plans and quality assurance procedures
• Document and maintain software functionality
• Troubleshoot, debug and upgrade existing systems
• Deploy programs and evaluate user feedback
• Comply with project plans and industry standards. Ensure software is updated with latest features