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:
• Be part of Solution transition to Support • Work with Product Development in order to resolve customer adoption and consumption issues. • Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state. • Understanding of Database structures. Understanding of various functional platforms and infrastructures. • Understands BY’s product suite to convey relationships and touchpoints to the customer. • Responsible for the quality service, including communication, resolutions, and case content. • Maintain customer satisfaction - level of service, monitor SLA compliance • Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues. • Manages the day-to-day team activities to ensuring adherence of operational guidelines. • Adherence to department and company operational guidelines, meet organization and personal goals. • Work in shifts on rotation basis. Be On-Call over weekends on rotation basis • Expertly utilizes support tools (ServiceNow JIRA.) to expedite case resolution • Provides functional and/or technical support during a customer’s product implementation and "go-live" periods. • Understands business features and functionality to be provided by the product. • Works in a cross-functional capacity to support quality design, development and testing. • Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team • Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately • Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively. • Plans and co-ordinates routine activities and also does contingency planning. • Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives • Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity
What we are looking for:
• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline. • 3-6 years of corporate experience in customer facing roles as a consultant in BY Workforce Management or similar products • Functional Expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance and Pay Rules • Ability to resolve complex problems with minimal guidance. • Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications • Good communication skills • Experience in IT support • Collaboration across different regions/teams • Zeal for continuous improvement/Innovation • Align to the values, priorities, and culture of the organization • OOPS / Object oriented programming concepts • SQL Server / MS SQL scripting • PowerShell Scripting • Good knowledge on relational database concepts • Fundamentals of Object-Oriented Programming • ITIL certification
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.