Technical Process Lead

Infosys BPM Ltd.; Bengaluru; On-site; INR 1,000,000 - 1,600,000; Full time

Job summary

Infosys BPM Ltd. seeks a capable Customer Support Engineer to analyze and troubleshoot complex AEM-related issues, including JVM Heap Dump, Thread Dump, and performance concerns. You will validate bug reports, provide fixes when feasible, and ensure timely communication with customers.

You will collaborate with engineering and product teams to relay customer feedback and help shape future product enhancements while maintaining high customer satisfaction and incident management standards.

Qualifications

• Graduate with a CS degree.
• Hands-on experience with JAVA and CMS.
• Experience with Open Text CMS and Linux environments.
• Ability to troubleshoot customer issues and communicate clearly.

Responsibilities

• Provide customer support and troubleshoot complex AEM issues (JVM Heap Dump, Thread Dump, Performance).
• Validate, report, and reproduce customer-submitted bugs.
• Propose fixes for AEM where changes are trivial.
• Drive high levels of customer satisfaction and loyalty.
• Act as customer advocate and relay feedback to engineering/product teams.
• Coordinate with engineering/product management to align on future product features.
• Address customer questions promptly and professionally.
• Understand business impact of issues and assist customers in using AEM.
• Assist testing of new product features and enhancements.
• Manage incidents within timelines and document them per standards.
• Participate in team meetings and special projects.

Skills

Java

CMS

Open Text CMS

Linux

Education

Bachelor's or Master's degree in Computer Science

Job description

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