About the Role
* This position requires a highly skilled and experienced professional to drive business growth through exceptional service delivery, quality standards, and regulatory compliance.
Key Responsibilities
* Ensure positive customer experience through First Call Resolution and minimum rejected resolutions/reopen cases.
* Independently resolve tickets and meet agreed Service Level Agreements (SLA) for ticket volume and time.
* Provide support for on-call escalations/L3 level support and incident/problem management.
* Contribute to the creation of proposals to drive Service improvement plans and participate in EN business activities.
* Work on value-added activities such as Knowledge Base update & management, Training freshers, coaching analysts, and conducting interviews/participation in hiring drives.
Required Skills and Experience
* Apigee, Application Development, DevOps (SRE), Platform Engineering, Managed Services, and GKE (GCP Cloud Expertise).
* Advanced English and Portuguese language skills.
Preferred Skills
* Programming languages like Python, Node.js, or Golang and frameworks such as React, Angular, or Vue.js.
* Experience with UX Design tools like Figma.
Skill Development Opportunities
* Continuously develop skills in emerging technologies to stay ahead in the industry.
* Pursue certifications and training programs to enhance career prospects.
Culture and Values
* We foster a culture of innovation, collaboration, and continuous learning.
* Emphasize work-life balance and provide opportunities for growth and development.
What We Offer
* A dynamic and supportive work environment.
* Competitive compensation and benefits package.
* Ongoing training and development opportunities.