Java Backend

Role Purpose

The role's purpose is to support process delivery by ensuring the Production Specialists' daily performance, resolving technical escalations, and developing technical capability within them.

Do

Oversee and support the process by reviewing daily transactions on performance parameters

• Review the 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 SLAs defined in the contract
• Develop understanding of the process/ product for the team members to facilitate better client interac...