Job
Description
Scope: Core responsibilities to include Enterprise Supply Planning (ESP) support for SaaS accounts hosted in cloud native (we use Azure) The team currently comprises of 300+ global associates across North America, Europe, India / LATAM (COE) and APAC and is expected to grow rapidly. What you ll do: Work with cross functional teams including Product Development, Consulting and Cloud services. Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity. This position may require 24x7/Weekend coverage and response to systems alerts during on-call periods. Provides advice to customers regarding industry best practices and process methodology. Understands how Blue Yonder solutions (Enterprise Supply Planning, Sales Operations Planning, Demand, Fulfillment, Order Promiser, Inventory Optimizer) can be configured to better facilitate client business processes What we are looking for: Bachelor s degree and 4 to 6 years of experience in Supply Chain Product Support, knowledge in Blue Yonder Planning product will be added advantage Requires a bachelor s degree (in Industrial/Mechanical Engineering or equivalent) and above 4 years of experience in Supply Chain Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required Builds and demonstrates moderate competency in product and domain, Azure relevant tools and technologies, solution architecture etc Basic understanding of Customer business and processes Candidates have relevant experience on Blue Yonder Planning suite of products Intermediate in MS Excel Good Knowledge of PL/SQL Good to Have Next Gen Skills: Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java) Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure) This position is required to: provide excellent customer experience and solution support to Blue Yonder customers with ownership, proactive and innovative approach own customer solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the service passionately collaborates and engages within and beyond his/her team with empathy builds and demonstrates moderate competency in product and domain, Azure relevant tools and technologies, solution architecture etc. consistently demonstrates customer centricity and relentless attitude to innovate through team-work add value by developing knowledge article as well as working on operational improvements a) Excellent customer experience and solution support to Blue Yonder Customers with innovative approach Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity. Owns customer solution for Tier 1 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness. Actively engages in application health monitoring using MD tools Attends case quality training and ensures adherence to SLA/SLO and quality practices Identifies and implements opportunities for early detection and resolution of incidents Proactively seeks guidance, strives and commits to improve service quality Expected to work in shifts and provide OOH support to facilitate 24x7 customer support b) Communication and Collaboration Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity. Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products) c) Competency development and demonstration Technical: Demonstrates moderate 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 in relevant programming languages Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) Troubleshooting Mobile application issues Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: to monitor application health and investigate application issues. to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues Product and Domain: Develops moderate knowledge of product features and functionalities Possesses basic knowledge of relevant industry domain and business processes of the customers Demonstrates basic 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: Decent 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.) Decent 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.) iii. Decent understanding of Azure technologies relevant for concerned solution, for e.g., Native SAAS or containerized applications, Kubernetes Azure deployment models (ex: serverless / PAAS, scaleset, ASR) Azure automations and CI CD pipeline - GitHub, Jenkins iv. Moderate 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 Application health monitoring Developing automations (Python, Cycle, RPA etc.) v. Moderate 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 Value Addition and Continuous Improvement Consistent Top Contributor to Knowledge Centered Support (KCS) by: creating high quality articles independently and help others increase usage/creation leveraging existing articles to provide faster resolution to solution issues Identifies opportunities for operational improvements (ex: automation, process improvements etc.) Improves process to enable continuous improvement. Make manual procedures lean or automate them to improve operational efficiency Implementing new methodologies to increase process efficiencies and ROI
