Technical Team Lead

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

Job summary

Bangalore, Infosys BPM Limited is seeking a Technical Team Lead to manage Magento and Adobe Experience Manager support, aligning customer needs with product and engineering teams. The role emphasizes incident management, knowledge transfer, and thought leadership in customer-facing technical resolutions.

The ideal candidate will have 3–6 years of experience in technical support for enterprise applications, with expertise in AEM, Java, and content management.

Qualifications

• Graduate degree required.

Responsibilities

• First point of contact for customer concerns relating to technical issues with Magento E-commerce application.
• Act as a customer champion and communicate needs to internal product and engineering groups.
• Provide timely response/resolution to technical, product, and cloud infrastructure inquiries.
• Provide resolutions within established Service Level Agreement Guidelines.
• Troubleshoot/qualify cases before advancing to engineering.
• Answer questions regarding product functionality and usage.
• Work high priority technical incidents and critical outages.
• Product content creation (KB articles, white papers, forum participation).
• Provide knowledge transfer sessions to help reduce critical issues into Adobe.
• 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.

Education

Graduate

Tools

Adobe Experience Manager

Job description

BANGALORE, Infosys BPM Limited Technical Team Lead

Job ID/Reference Code PROGEN-EXTERNAL-255190

Work Experience 3 - 6 Years

Job Title Technical Team Lead

Educational Requirements Graduate

Service Line BPO COO Office

Responsibilities

• First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.
• Act as a customer champion and communicate their needs to internal product and engineering groups.
• Provide timely response/resolution to technical, product, and cloud infrastructure inquires.
• Provides resolutions within established Service Level Agreement Guidelines.
• Trouble-shoot/qualify cases before advancing it to engineering.
• Answer questions regarding product functionality and usage.
• Work high priority technical incidents and critical outages.
• Product content creation (KB articles, white papers, forum participation).
• Provide knowledge transfer sessions to help reduce critical issues into Adobe.
• 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

Preferred Skills: Technology->Java->Java - ALL Technology->Content Management->Opentext CMS Technology->Open System->Linux