Technical Process Lead

Infosys Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Infosys BPM Limited in Bangalore is seeking a Technical Process Lead to troubleshoot complex AEM issues, analyze JVM dumps, and drive customer satisfaction. The role requires strong JAVA+CMS hands-on experience and collaboration with engineering teams.

You will manage incidents, liaise with product management on future enhancements, and ensure timely, high-quality support delivery to customers. A Graduate with Java/CMS skills is preferred.

Qualifications

• Graduate in Computer Science or related field.
• Hands-on JAVA+CMS experience.
• Experience troubleshooting AEM and JVM issues.

Responsibilities

• Provide customer support and troubleshoot complex AEM issues.
• Analyze JVM Heap Dumps and Thread Dumps for performance problems.
• Validate and report customer-submitted bugs; provide fix when feasible.
• Coordinate with engineering and product management to align on feature requests.
• Manage incidents professionally within SLA and document records.
• Participate in testing new features and supporting deployments.
• Possess a Bachelor's or Master's in CS and hands-on JAVA+CMS.

Skills

Java

CMS

OpenText CMS

AEM

Education

Bachelor's or Master's degree in Computer Science

Tools

OpenText CMS

Linux

AEM

Job description

BANGALORE, Infosys BPM Limited Technical Process Lead

Job ID/Reference Code PROGEN-EXTERNAL-254422

Work Experience 3 - 5 Years

Job Title Technical Process Lead

Educational Requirements

Graduate

Service Line

BPO TSO

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

Preferred Skills:

Technology->Java->Java - ALL Technology->Content Management->Opentext CMS Technology(IBPO)->Open System->Linux