Magento Support Lead

GSPANN

10 - 18 years

2 - 3 Lacs

noida hyderabad gurugram

Posted:1 week ago| Platform:

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Skills Required

nextjs major incident management css issue resolution support metrics configuration adobe adobe experience management bootstrap job description helpdesk javascript jquery react.js team coordination ui recruitment technical analysis troubleshooting html magento governance

Work Mode

Work from Office

Job Type

Full Time

Job Description

SUMMARY

Job Description:

Receive calls from Client Helpdesk & create tickets pertaining to applications in scope
Perform initial trouble shooting of issues & resolve, based on SOP & known issue database
Escalate unresolved issues requiring in-depth technical analysis to lead
Escalate issues that require code changes or major configuration changes, to L3/OEM/Client teams
Coordinate activities between Client and the GSPANN delivery team
Conduct triage calls for resolution of issues requiring cross team coordination

Roles & Responsibilities:

Primary contact for L1 & L2 Support of Adobe Commerce(Magento), Adobe Experience Manager(CMS), UI (Next.js, React.js)
Coordinate activities between Client and GSPANN delivery team
Run daily stand-up status meeting for L1 & L2 support teams & update status to Client Stakeholders
Lead major incident management calls and coordinate with L3, OEMs, vendors, and stakeholders to drive issue resolution.
Conduct weekly, monthly governance meetings
Track & monitor SLA’s, generate support metrics reports and publish to stakeholders

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