Technical Lead - L1 - New Relic

Job Description

• Oversee and support process by reviewing daily transactions on performance parameters
  • Review performance dashboard and the scores for the team
  • Support the team in improving performance parameters by providing technical support and process guidance 
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Ensure standard processes and procedures are followed to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Develop understanding of process/ product for the team members to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by monitoring compliance with service agreements

• Handle technical escalations through effective diagnosis and troubleshooting of client queries
  • Manage and resolve technical roadblocks/ escalations as per SLA and quality requirements 
  • If unable to resolve the issues, timely escalate the issues to TA & SES
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract SLA’s

• Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Mentor and guide Production Specialists on improving technical knowledge
  • Collate trainings to be conducted as triage to bridge the skill gaps identified through interviews with the Production Specialist 
  • Develop and conduct trainings (Triages) within products for production specialist as per target
  • Inform client about the triages being conducted
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Identify and document most common problems and recommend appropriate resolutions to the team
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Location: Hyderabad, Bengaluru, Chennai, Greater Noida, Pune

Experience:5-20 years

Candidate Requirement:

Expertise

Expert in creating solutions using New Relic One and deploy them to production extracting best value for the customer

Key Responsibilities:

• End-to-end execution and implementation of New Relic solutions on complex customer environments - On-Prem/Cloud/Hybrid Cloud
• Involve in projects needing New Relic solution from inception, poc to complete implementation.
• Involve in Techno-Presales Activities and Solution Designing of various Enterprise IT estates of customers from different domain
• Should document resolved issues in an effective manner for knowledge management, cross-train peers with tool usage and assist in creation of best-practices, work independently on multiple assignments, proactively prioritizing focus and effort
• Present and demonstrate Application Performance Management to the prospective clients.
• Should understand the challenges of customers, co-ordinate with vendor for a customized solution if needed.
• Bring in best practices of the product to leverage the capabilities to the best.
• Understanding of evolutions and trends in the area of AIOps closing following the life cycle of new features of New Relic

Key Skills:

• Strong application performance analysis skills.
• Experience of deploying New Relic tools for different technologies and platforms
• Experience on Configuration and customization New Relic solution that include integration with other tools.
• Using New Relic Flex for customized integrations
• Understanding of extensions for different technologies
• Must have completed Implementor Certification in New Relic
• Very good understanding of tool capabilities for a given customer environment

Good to have skills:

• Python scripting, Dockers , Kubernetes , DevOps tools like Ansible , Jenkins, Chef, Puppet
• Proficient in giving product trainings, demonstrating New Relic capabilities and new features to existing or prospective customers