VF DMT (Tech Support 3)

Job Description:

● 24*7 technical support

● The Contributor handles complex cases that have been escalated by different stakeholders.

Manage technical escalations and blockages in pipelines, provide status updates and drive

them to successful resolution.

● The contributor would be the primary escalation point for all issues in the ETL pipelines and

would be the point of contact for all crisis management related to blockages.

● Assess and report process issues, attend triage to discuss customer impact and status, and

report back to the Core Team. This includes communication of customer impact to all internal

customer facing teams.

● Work as an onCall support for all critical escalations, if needed able to fix code (in absence of

primary developer).

● Keep upto date with latest development updates in critical and sensitive pieces of code in

the pipeline that goes into production, and if escalation comes. Be able to roll back

changes.

● Read, understand and analyze development logs / daily progress of verticals and share it with

leads.

● Scripting and data handling through Internal Google applications.

● Development and document support process (SOPS), includes developing support

requirements with Product Management and Engineering.

● Responsible for Support Member Training. Serves as the project's technical advisor to

management and represents the team at cross-functional meetings and discussions

● Confers with the Team Lead/Manager daily to clarify priorities, processes, assignments and to

discuss any issues therein.

● Document all blockages and customer-reported problems in the database/process related

guides, including the nature of the blockage, and the resolution recommended/provided.

● Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FRT (First

Response Time)

● Regular client/leads interactions to discuss pipeline blockage related issues and progress of

resolutions for escalations

● In absence of critical workflows, resources will work on regular pipeline monitoring

Minimum Qualifications:

● Preferably B.Tech or other graduate in computer science with good academics

● Open to work in 24x7 shift environment

Skills and Requirement

● Strong analytical, logical reasoning and problem solving skills

● Knowledge of any programming language

● Has a sound understanding of computer science concepts like OOPS, Database (SQL) and

Data Structure

● Good verbal and written communication skills

● Good academics and quick learner