About this role
Scope: Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
Our current technical environment: • Webservers IIS, Tomcat • Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD) • Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python
What you’ll do:
• Provide excellent customer experience and solution support to Blue Yonder customers with ownership, proactive and innovative approach
• Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents
• Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
• consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
• builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
• champion KCS and process improvements through lean methodology / automation
• Train/mentor team members to improve techno-functional capability of the team
What we are looking for:
• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline. (Immediate Joiners Preferred) 5-7 years of corporate experience in customer facing roles as a consultant in retail domain or similar products.
• L2/L3 App Support, SQL, PLSQL, Unix Shell Scripting, Control-M, ETL, Cloud
• Excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation
• Delivers excellent customer experience by resolving customer issues mostly of high complexity.
• Owns customer solution for Tier 1/2 customers.
• Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
• Positively collaborates with TAM and supports consumption/adoption improvement plans
• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
• Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
• Ensures adherence to SLA/SLO, quality standards and practices
• Champions high quality of service/operations and continuous improvement within the team
• Implements monitoring and diagnostics practices and procedures
• Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents
• Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
• b) Communication and Collaboration
• Communicates (verbal and written) effectively with customers and Blue Yonder stakeholders, pro-actively guides team members to communicate and influence customer positively
• Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners, provides guidance on collaboration challenges
• Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live Blue Yonder values
• Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
• Competency development and demonstration
• - Technical:
• Demonstrates high technical expertise as required to support concerned solution, for e.g.,
• DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
• Code debugging
• Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
• Troubleshooting Mobile application issues
• Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
• To monitor solution health and investigate application issues.
• To analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
• Product and Domain:
• Develops good knowledge of product features and functionalities
• Possesses moderate knowledge of relevant industry domain and business processes of the customers
• Demonstrates moderate capability to have interactions related to business process impact and work-arounds with customers during issue resolution
• Understands SAAS consumption, adoption and business value KPIs related to respective solution.
• Solution Architecture:
• Possesses appropriate combination of one or more following skills, as required for concerned solution.
• Good understanding of solution architecture relevant for concerned solution, for e.g.,
• Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
• Integration with external devices/systems, data flows
• Identity and Access Management (ex: Native, OAUTH, SSO etc.)
• Good skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
• Webservers (ex: IIS, Tomcat)
• Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
• Architecture framework (ex: ASP.Net, Java)
• Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
• Good understanding of Azure technologies, relevant for concerned solution like:
• Native SAAS or containerized applications, Kubernetes
• Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
• Azure automations and CI CD pipeline - GitHub, Jenkins
• Strong capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
• Deployment and troubleshooting issues related to deployment
• Troubleshooting, fixing and preventing application availability issues
• Building and implementing monitoring
• Automations (Python, Cycle, RPA etc.)
• Strong capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
• DB health analysis (statistics, fragmentation, query execution plan, indexes)
• Executes prescribed KPI-based proactive performance review-
• Behavioral:
• Exhibits service mindset by consistently displaying customer centricity and ownership
• Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
• Pro-actively identifies learning opportunities and career path
• displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.
• Value Addition and Continuous Improvement
• Consistent Top Contributor to Knowledge Centered Support (KCS) by:
• Familiar/Licensed with KCS methodology. Create high quality articles independently and mentor others increase usage/creation
• leveraging existing articles to provide faster resolution to solution issues
• Coaching other team members
• Executes on operational improvements (ex: automation, process changes etc.)
• Improves process to enable continuous improvement.
• Leverage lean methodology or automation to improve operational efficiency
• Implementing new methodologies to increase process efficiencies and ROI
• Encourages and collaborates with the team to ideate and implement continuous improvement opportunities
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.