Technical Process Lead

Roles 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
  Educational RequirementGraduate
  Preferred SkillsTechnology->Java->Java - ALL,Technology(IBPO)->Open System->Linux,Technology->Content Management->Opentext CMS
  Service LineBPO TSO