Technical Account Advisor Intern Blue Yonder

10.0 - 14.0 years

0 Lacs

hyderabad, telangana

On-site

You will be part of a leading AI-driven Global Supply Chain Solutions Software Product Company that has been recognized as one of Glassdoor's Best Places to Work. We are looking for an astute individual with a strong background in supply chain, who can also contribute to the customer success team by implementing and supporting projects. You should possess deep knowledge of industry best practices and be able to collaborate effectively with multiple cross-functional teams. As a Shared Services Lead, your role will be crucial during the customer implementation lifecycle. You will be responsible for ensuring that all Cloud-related activities are completed by the respective cross-functional teams in a timely manner to support the implementation teams. Proactively identifying risks and escalating them to leadership to prevent delivery timeline delays will be a key aspect of your responsibilities. Your main responsibilities will include owning a portfolio of enterprise customers, understanding their operational needs and technical challenges, and developing plans to address them. You will need to ensure adherence to SaaS policies and procedures while driving overall service delivery success by maintaining a balance between customer expectations and delivery realities. Managing customer escalations for service issues, developing remediation plans, and establishing strong relationships with customers will be essential tasks. Specific goals will focus on customer satisfaction and health, advocacy, customer adoption of existing SaaS solutions, and identifying new upsell/cross-sell opportunities. Collaborating effectively with internal departments, tracking and approving transitions from implementation to steady state phase, and participating in business reviews will also be part of your role. We are seeking a candidate with a Bachelor's degree and 10 to 12 years of experience in the supply chain domain and related technologies. A minimum of 2 years of experience in a Technical Account Advisor role or similar position is required. Experience in SaaS technology landscape, managing critical customer issues, understanding service management frameworks, and strong project management skills are essential. Additionally, you should have excellent analytical, problem-solving, communication, and organizational skills. If you align with our core values and are passionate about driving success for both the company and our customers, we encourage you to explore this opportunity further.,

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Senior Major Incident Manager Mufg Pension Market Services

3.0 - 7.0 years

7 - 12 Lacs

Mumbai, Maharashtra, India

On-site

Key Accountabilities and main responsibilities Strategic Focus Running Incident forums for incidents breaching SLA and complex low priority incidents where restoration is difficult Operational Management Other operational responsibilities such as reviewing operational artefact, incident ticket quality assurance Continual Incident Management related education for Process Practitioners and the Business (both formal and informal) Developing, analyzing and the timely delivery of insightful Incident Management related reports Conduct post Incident Reviews between IT and the Business Management and continual improvement of the Major Incident Management process (shared responsibility) Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving IT (including Vendors / Partners) and Business teams to restore services (both internal and external providers) on a 24 x 7 on-call shared rostered Coaching and mentoring the junior MIMs in the team People Leadership Mentoring the junior MIMs and guide them in their BAU Represent war rooms during major incidents Provide accurate reporting to the senior management Governance & Risk Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities Governance across all Incident priorities (SLA performance, quality, and process adherence) Experience & Personal Attributes 8 + yearsexperience working in an IT department of a large enterprise organization with complex systems and infrastructure Excellent working knowledge of reporting tools, meta-data, metrics, and analysis Highly motivated with strong Major incident management skills Proven knowledge of Service Level Management & ITIL frameworks Ability to interact in a professional manner and build relationships with a broad range of people Expert in communication and facilitation skills with internal and external customers at all levels Ability to work under pressure & prioritize appropriately Excellent planning and organizational within multi-tasking environment An understanding of IT infrastructure and Applications Third Party Vendor management Ability to effectively manage time, priorities work, multi-task across many issues Outstanding ability to analyses, isolate and interpret incidents, queries and manage appropriately Ability to co-ordinate several teams to resolve incidents

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