Technical Lead - L
Job Description
JOB DESCRIPTION:
Role Purpose:
The purpose of this role is to support process delivery by ensuring optimal performance of Production Specialists, resolving technical escalations, and developing technical capabilities. Simultaneously, as a Performance Engineer, the individual will lead performance testing efforts for a variety of cutting-edge software applications at Apple IS&T, including SAP and BTP platforms, ensuring optimal system scalability and responsiveness.
Key Responsibilities
1. Process Oversight & Technical Support
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Monitor and review daily production transactions and performance metrics.
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Provide real-time technical support and process guidance to Production Specialists.
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Troubleshoot technical escalations and ensure resolutions meet SLA and quality standards.
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Record, track, and analyze recurring issues and resolutions.
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Handle escalations efficiently; escalate unresolved issues to TA/SES as necessary.
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Guide users through problem diagnosis in a professional, courteous manner.
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Maintain compliance with service agreements and legal standards.
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Offer alternative solutions to clients to enhance customer satisfaction and retention.
2. Performance Engineering & Testing
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Define and develop performance/scalability benchmarks and load tests.
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Use tools like LoadRunner, JMeter, and AppDynamics for performance monitoring.
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Profile systems to identify performance bottlenecks; conduct root cause analysis.
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Conduct performance tuning across SAP applications and BTP platforms.
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Collaborate with architecture and development teams to ensure performance is baked into the design.
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Plan and execute performance experiments in automated test environments.
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Tune JVMs and optimize SQL queries for improved performance.
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Analyze the performance impact of system updates and propose optimizations.
3. Capability Development & Training
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Identify knowledge gaps and organize technical training (Triages) for the team.
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Mentor Production Specialists to build subject-matter expertise.
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Conduct and document triages; communicate training updates to clients as required.
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Stay current with product updates and participate in internal/external learning opportunities.
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Identify recurring problems and recommend proactive solutions to improve performance.
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Track team capability through technical test results and training participation.
Performance Parameters
No. Performance Area Key Metrics 1. Process Daily case resolution rate, SLA compliance, quality audits, customer feedback 2. Team Management Team productivity, efficiency, absenteeism 3. Capability Development Number of triages conducted, technical test scores, skill upliftment
Must-Have Qualifications
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Minimum 3+ years of hands-on software/performance testing experience.
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Proven experience in performance testing of SAP applications.
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Proficiency in programming languages: Python, Perl, ABAP, Java, C++.
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Experience using LoadRunner, JMeter, SoapUI, Postman.
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Strong understanding of RESTful APIs, SQL tuning, and SOA.
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Deep knowledge of JVM tuning, Dynatrace, AppDynamics, or similar tools.
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Strong analytical and communication skills with a self-motivated mindset.
Nice-to-Have Qualifications
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Experience with Agile/Scrum development methodologies.
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Cloud platform expertise (AWS, GCP).
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Proficiency in SAP BTP optimization, including API management and SAP Integration Suite.
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Familiarity with SDI, SCP iOS SDK, Kibana, and HANA DB cockpit.
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Understanding of machine learning algorithms and algorithmic complexity.
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Experience with Git and modern version control systems.
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