Support Lead

The role involves delivering flawless application support to BY customers by resolving complex solution issues and driving resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. Implementing Advanced Quality Prevention plans to improve solution and service reliability is a key responsibility. Deepening competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools or business processes and industry domain is essential. As the lead SME, you will own customer solutions, enhance solution stability and service quality, eventually increasing customer satisfaction, consumption, and adoption of the service. Engaging early in customer implementation projects to provide solution design and architecture inputs and ensuring seamless delivery continuum into Operate through phased go-lives is crucial. Additionally, you will act as a Senior solution SME, providing mentorship to Support Engineers, delivering product/technical trainings, and supporting in improving the capability and delivery quality of the team. Adoption of AI into day-to-day operations is also expected. The technical environment requires strong expertise in DBMS (e.g., SQL, Oracle), code debugging, platform support engineering (e.g., API and/or Mulesoft integration troubleshooting), and troubleshooting mobile application issues. Proficiency in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc., for monitoring application health and investigating application issues is necessary. The work schedule involves rotational shifts, including night shifts, to provide 24/7 application support. Flexibility to work weekends and public holidays as per the shift schedule and the ability to handle responsibilities independently during off-hours are required. In this role, you will deliver an excellent customer experience by driving resolution of customer issues, providing direction for Root Cause analysis, implementing Advanced Quality Prevention quality plans, and resolving escalated and complex issues in collaboration with multiple BY and customer stakeholders. Monitoring and correcting solution performance, stability, and sizing during customer roll-out phase, as well as early engagement in customer implementation projects, are part of the responsibilities. The ideal candidate should have a Bachelor's degree (STEM preferred) and a minimum of 6 to 9 years of experience in Customer Support or Product Support. Strong Supply Chain domain experience, Warehouse Management System Knowledge, strong Techno-Functional Expertise, and the ability to adapt to new technologies quickly are essential. ITIL Certification, experience in managing ERP products, and demonstrable experience in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution, and Cloud Scalability are desired. Experience with API management platforms, varied tools such as AppDynamics and Splunk, and handling a team are advantageous. Behavioral requirements include leadership capabilities, enhanced customer communication and situation management skills, a balance between soft and hard skills, strong sense of urgency, and a service mindset. Proactive self-development, staying up to date with learning opportunities, and the ability to lead or guide a small team are also important. The company values unity, driving success for both the company and customers. If you resonate with these values, you might be a great fit for this role.,