About this role
Scope:
• Deliver flawless application support to BY customers by resolving complex solution issues. • Drive resolution of escalated and complex solution issues in collaboration with multiple BY 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 improving 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 • Databases – Oracle / SQL Server
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 resolving all cases for global customers, adhering to defined SLA’s • Documenting learnings and creating knowledge articles for repeated cases • Replicating and maintaining customer environments • Maintaining knowledge of customer solutions 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 being a team player
What we are looking for:
• Bachelor’s degree (STEM preferred) and minimum 5 to 7 years. • Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 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, Platform 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. • Basic understanding of APIs, integrations, or EDI concepts preferred. • Experience with varied tools such as AppD & Splunk, SNOW • Good Team Player. • This role operates within a 24x7 shift-based support model. • Associates in rotational shifts (including early/late shifts as applicable) is required. • Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory. • Availability during critical production outages and major incidents is expected to ensure service continuity.
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.