DirecciónInfosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey.
We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Job Description: B2B Operations team comprised of highly skilled technical engineers who have a passion for making customers successful. Our Success Engineers pride themselves in delivering an unparalleled premium customer experience that leaves customers wanting and coming back for moreYour Impact - Responsibilities: In your role as a B2B Operations Lead, you are the first point of contact for customers experiencing technical challenges. Job responsibilities include but are not limited to:
- Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalating to internal teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment
- Managing customer expectations and the customer experience to maximize customer satisfaction.
- Interact with project teams for new products development giving insights from technical issues of previous products
- Assist in support hours of operation and off hour production emergencies.
- Ability to adapt to high paced, high volume environment with shifting priorities.
Multitasking and performing effectively under pressure through strong time management skills
- Display strong collaboration skills, including the ability to mentor and be mentored
- Troubleshooting User management requests by customer on Salesforce platform, with Salesforce Service Cloud basic understand (case creation, case transfer, API integration with 3rd party systems)Minimum Qualifications:
- Bachelor's degree in Computer Science or a related field, or 6+ years of experience in a technical support role (web operations).
- Strong working knowledge of web application development in Java
- Experience with reading/writing HTML, APEX, JavaScript and CSS
- Prior experience developing\\debugging APIs or REST services
- Experience with public cloud technologies such as AWS, Azure, or GCP etc….
- Experience with CI/CD tools
- Basic understanding of Salesforce architecture incl.
concepts of User management, integrations with 3rd party systems & Salesforce Service cloud concepts
- Working knowledge of container technologies such as Docker and Kubernetes
- Ability to read and interpret application server thread dumps and other log files
- Experience with Scrum in an Agile Development environment
- Experience with Database concepts, Data management (RDBMS), and PostgreSQL
- Good understanding of Monitoring & Alerting Tools like Instana, Grafana, Kibana, OpsGenie, Runscope, Splunk
- Experience in Dev Ops Setup and aware of the monitoring of applications hosted in AWS Infrastructure
- Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
- Good stakeholder management skills
- B2B Domain experience is good to havePerformance Expectations:
- Follow process and procedure guidelines in all interactions
- Respond to issues within SLA, with the appropriate level of urgency
- Understands and adheres to processes that will help resolve the issues efficiently (responding within SLO/posting meaningful updates/follows SG handover)
- Escalate issues to Product Teams promptly when required
- Meet or exceed all KPI targets, consulting with your manager to determine areas of improvement
- Own your deliverables, including customer commitments, training deadlines, administrative requests
- Proactively communicate issues in advance to your manager when in doubt of achieving your deliverables
- Demonstrate case ownership and drive resolution
- Prioritize work and adapt to changing priorities
- Demonstrate team spirit through positive interaction and communication
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
