Scope
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Deliver flawless application support to BY customers by resolving complex solution issues.
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Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
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Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain.
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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
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Demonstrates strong technical expertise as required to support concerned solution, for e.g.,
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DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc.
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Troubleshooting Application issues
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Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
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To monitor application health and to investigate application issues.
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To analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
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Databases – Oracle / SQL Server
What You’ll Do
Delivers excellent customer experience by
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Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
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Reviewing the product source code or design document as necessary
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Owning and resolving all cases for global customers, adhering to defined SLA’s
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Documenting learnings and creating knowledge articles for repeated cases
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Replicating and maintaining customer environments
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Maintaining knowledge of customer solutions and customization
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Demonstrating sense of urgency and swiftness with all customer interactions
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Acting as Techno-functional POC for all cases and ensure timely triage and assignment
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Utilizing instant messenger and other tools to collaborate globally
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Working in shifts and being flexible with the timings
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Meeting organization and team level goals
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Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
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Identifying areas of improvement and scope of automation on routine tasks or activities
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Helping in meeting team level goals and being a team player
What We Are Looking For
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Bachelor’s degree (STEM preferred) and minimum 5 to 7 years.
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Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 years hands on.
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Good Communication and Strong Analytical Skills
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Person with prior support experience with fair knowledge on handling issues within SLA’s
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Preferably Blue Yonder TMS knowledge, Platform knowledge else basic Supply Chain domain experience
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Person who can communicate flawless with Customer and other stakeholders.
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Possess Strong Techno-Functional Expertise
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Tech Savvy able to adapt to any technology faster.
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Basic understanding of APIs, integrations, or EDI concepts preferred.
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Experience with varied tools such as AppD & Splunk, SNOW
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Good Team Player.
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This role operates within a 24x7 shift-based support model.
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Associates in rotational shifts (including early/late shifts as applicable) is required.
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Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory.
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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.
