Description

Interface with all levels of management, customers, and team members to determine requirements.

Adhere and Manage to all SLA parameters pertaining to request, tickets and problem as per contractual commitments.

Proactively monitoring customer open tickets / request and drive them to closure.

Understand client environment, take Transition from customer SME.

Attend all requirements, client and internal meetings.

Ensure customer satisfaction by helping on both Technical and non-technical issues like follow up and coordination.

Prepare Weekly, monthly and Adhoc report for Internal and client stakeholders.

Analyze incidents for potential process improvements.

Preside, lead, help in Major incident issues pertaining to supported applications.

Help to identify root causes of problems in Application issues or Major incidents.

Handling escalation management with proper mitigation plan.

Drive code reviews, enforce standards and best practices for application support and maintenance.

Coach and mentor team members, fostering a culture of continuous improvement and growth.

Assist in hiring and onboarding new technical staff.

Implement change requests for small to medium functional modifications or enhancements to Legacy Applications.

Create, Update, and maintain documentation of process flow, Document of understanding, SOP, FAQ in client environment Knowledge Academy and Service Now Knowledge base.

Drive to develop automation tools as required for continuous improvement and efficiency building.

Working directly with end users to create effective solutions.

Attend daily and weekly meetings with Offshore and other stakeholders. 

Presenting the changes (for Application enhancement or change management) to the service owners / managers during the Design review, Code review, Delivery Review and Pre-CAB/CAB meetings to receive required approvals.

Will work across multiple applications at once, lookin g for ways to enable collaboration and sharing of information and solutions to accelerate the removal of overall backlog and avoid duplication of effort.

Comply with and Customer Information Risk Management (IRM) standards and procedures, follow relevant guidelines.

Must Have Technical/Functional Skills:

Experience in Application Support and Maintenance Process, ITIL Process and Service areas.

8+ years of experience in technical skills in Sitecore, XM cloud, headless, Asp.net core, ASP.NET, ADO.NET. SQL.

Development knowledge in Sitecore.

Component development.

Solr search.

Coveo Search.

Knowledge on Sitecore headless.

Sitecore security.

Template, Rendering, Placeholder, Media and Items.

Content/experience editor knowledge.

Azure knowledge as part of analysis.

Sitecore admin page knowledge what are those and how to use it.

Experience using and implementing Sitecore tools such as (Sitecore  TDS, Glass Mapper, Habitat).

Strong background on Reusable components and templates, Customization, Personalization, Sitecore search, Sitecore Workflows, Sitecore Commerce implementation, Sitecore Email Experience Manager, Sitecore xDB and Experience Profile, and configuration of production grade Sitecore CD and CM instances.

Ability to diagnose & address application issues.

Must be able to maintain new and existing code (bug fixes, refactoring, feature additions).

Excellent analytical, Interpersonal and Communication skills, fast learner, hardworking and versatile team player.

Must be able to balance multiple applications at once

Key Skills

Education

Any Gradute