About this role
Scope:
• Deliver flawless application support to Blue Yonder customers by resolving complex solution issues. • Drive resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders. • Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain. • Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service.
Our current technical environment:
• Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and im proving queries, procedures etc. - Troubleshooting Application issues • Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
What you’ll do:
• Delivers excellent customer experience by • Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS • Reviewing the product source code or design document as necessary • Owning and resolve all cases for global customers, adhering to defined SLA’s • Documenting learnings and create knowledge articles for repeated cases • Replicating and maintain customer environments • Maintaining knowledge of customer solution and customization • Demonstrating sense of urgency and swiftness with all customer interactions • Acting as Techno-functional POC for all cases and ensure timely triage and assignment • Utilizing instant messenger and other tools to collaborate globally • Working in shifts and being flexible with the timings • Meeting organization and team level goals • Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure • Identifying areas of improvement and scope of automation on routine tasks or activities • Helping in meeting team level goals and be a team player
What we are looking for:
• Bachelor’s degree (STEM preferred) and minimum 4 to 6 years. • Strong DBMS (ex: SQL, Oracle) skill set with atleast 4 years hands on. • Good Communication and Strong Analytical Skills • Person with prior support experience with fair knowledge on handling issues within SLA’s • Preferably Blue Yonder TMS knowledge, else basic Supply Chain domain experience • Person who can communicate flawless with Customer and other stakeholders. • Possess Strong Techno-Functional Expertise • Tech Savvy able to adapt to any technology faster. • Experience with varied tools such as AppD & Splunk, SNOW • Good Team Player.
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.