Technical Process Lead

Key Responsibilities:

• Provide customer support and troubleshoot customer reported complex issues such as JVM Heap Dump Analysis Thread Dump Analysis and Performance issues for AEM
• Troubleshoot validate and report customer submitted bug reports
• Provide Support Fix to customer for AEM if changes are trivial
• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
• Acts as a customer advocate ensuring all customers voices are heard
• Liaise with engineering product management to ensure customers desires for future product development are heard
• Address customer concerns and questions large and small in an effective and timely manner
• Understand the real world impact that issues and defects have on customers
• Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Accurately record and maintains incident in accordance with department standards
• Participate in department team meetings
• Assist in special projects and other duties as assigned
• Either a Bachelor s or Master s degree in Computer Science
• Hands on experiences in JAVA CMS

Preferred Skills:

Technology->Java->Java - ALL,Technology(IBPO)->Open System->Linux,Technology->Content Management->Opentext CMS