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.
