Senior Support Lead
HCLTech
Date: 2 weeks ago
City: Chennai, Tamil Nadu
Contract type: Full time
Chennai, Tamil Nadu
Job Summary
Product task
MDM development activities.
Onboarding new sources
Data model changes
Match rules changes.
Support related
Support ticket triage.
Access request resolution.
Defect management.
1. Ticket Handling Process
Triaging
2. Issue Analysis and Updates
o Tickets are handled according to their respective categories and requirements.
4. Handling New Requirements
o Assign it to the appropriate team member for development or resolution
5. Additional Responsibilities
tasks:
o Marvel Access (via email requests)
o Marvel - For backtracking the issue
o Creating new tickets where required
o Sending emails for approvals and coordination
6. Reltio User Access Management (Detailed Process)
New User Creation
o Click on “Create New User”
o Enter the user’s email ID , which automatically populates the username
o Set the user status to Active
o Assign basic roles (default roles are applied initially)
o If required, assign additional groups based on business needs
o Provide tenant access , depending on the requirement
o Finally, save and create the user
Existing User Updates
o Update roles, groups, or tenant access as required
o Ensure changes are aligned with access policies and requirements
Key Responsibilities
1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.
Skill Requirements
MDM development activities.
Onboarding new sources
Data model changes
Match rules changes.
Support related
Support ticket triage.
Access request resolution.
Defect management.
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Job Summary
Product task
MDM development activities.
Onboarding new sources
Data model changes
Match rules changes.
Support related
Support ticket triage.
Access request resolution.
Defect management.
1. Ticket Handling Process
Triaging
2. Issue Analysis and Updates
- review the ticket details and variables to understand the issue .
- provide appropriate comments and updates in the ticket to ensure clarity and proper tracking of the issue.
- Tickets are received from different stakeholders:
o Tickets are handled according to their respective categories and requirements.
4. Handling New Requirements
- If a ticket represents a new requirement or enhancement :
o Assign it to the appropriate team member for development or resolution
5. Additional Responsibilities
tasks:
- Export GRDP Records as per business requirements
- Handle access-related requests:
o Marvel Access (via email requests)
o Marvel - For backtracking the issue
- Manage Source Access Requests by:
o Creating new tickets where required
o Sending emails for approvals and coordination
6. Reltio User Access Management (Detailed Process)
New User Creation
- For new users, perform the following steps:
o Click on “Create New User”
o Enter the user’s email ID , which automatically populates the username
o Set the user status to Active
o Assign basic roles (default roles are applied initially)
o If required, assign additional groups based on business needs
o Provide tenant access , depending on the requirement
o Finally, save and create the user
Existing User Updates
- For updates to existing users:
o Update roles, groups, or tenant access as required
o Ensure changes are aligned with access policies and requirements
Key Responsibilities
1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.
Skill Requirements
MDM development activities.
Onboarding new sources
Data model changes
Match rules changes.
Support related
Support ticket triage.
Access request resolution.
Defect management.
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