Java Technical Lead

Exp- 10+ yrs

Skills required: Java,HTML,CSS,Javascript

Requirements:
3+ years of experience as a L3 Support Manager managing Application Support teams or as Technical leader or Team leader in L3 support teams.
Excellent communication skills written and verbal
Excellent critical thinking skills, with the ability to provide innovative and practical achievable solutions
Ability for understanding and articulating customer challenges

Responsibilities:

Oversee all requests/incidents/tickets.
Acting as a SPOC for any escalations and co-ordinate required response to critical issues raised
Monitor and manage incoming ticket volumes.
Identifying trends and delivering on strategies to reduce overall ticket volumes.
Develop and implement support strategies consistent with product features and customer needs
Collect and analyse feedback from internal and external stakeholders to address the product criticalities
Define the support plan in line with the product strategy
Define the team level goals to achieve the L3 support objectives
Work with senior management to create support plans and roadmaps
Understand the product usage and the impact of production issues
Define the support metrics and work to monitor and achieve the results
Review data and information from customers, sales, L2 support to produce product improvements
Present status, reports and metrics to senior management and leadership teams about the customer activities and development project
Prioritize support backlog
Works closely with Delivery Managers, Product Managers, Product Owners, Tech/Solution Architects, Design and Development teams to review and evaluate support issues and prioritise them