Scope
Deliver flawless application support to BY customers by resolving complex solution issues
- Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
- Implement “Advanced Quality Prevention” plans to improve solution and service reliability
- Deepen competency on end to end solution architecture, performance engineering 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
- Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
- Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team.
- Adopt AI into day-to-day operations
Our Current Technical Environment
i. 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.
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
ii. 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
Work Schedule: Rotational Shifts
- This role involves rotational shifts, including night shifts, to provide 24/7 application support.
- Flexibility to work weekends and public holidays as per shift schedule.
- Ability to handle responsibilities independently during off-hours.
What You’ll Do
- Delivers excellent customer experience by
- driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
- provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- guides/assists team members to resolve medium complexity issues.
- Proactively implements “Advanced Quality Prevention” quality plans including but not limited to
- regular and proactive solution health monitoring process, tools and procedures
- validation frameworks post application patching, upgrades and maintenance
- Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies
- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
- Owns solution for customers.
- Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
- Monitor and correct solution performance, stability, and sizing during customer roll-out phase
- Early engagement in customer implementation projects including agile/multi-sprint projects
- to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution
- to gain very good understanding of customer business process, solution, and architecture
- to ensure seamless delivery continuum into Operate through phased go-lives.
- demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
- act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
What We Are Looking For
- Bachelor’s degree (STEM preferred) and minimum 6 to 9 years of experience in Customer Support or Product Support
- Strong Supply Chain domain experience
- Warehouse Management System Knowledge Preferable
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster
- Experience of managing ERP products is preferred
- Provide technical and solution leadership during Critical/Major issues.
- ITIL Certification
- Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability
- Experience with API management platforms & providing / consuming RESTful APIs
- Experience with varied tools such as AppD & Splunk
- Experience handling a team is a plus
- Behavioral:
- Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
- Demonstrates enhanced Customer communication & situation management skills.
- Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
- Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
- Global representatives for key initiatives and projects
- Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
- Proactively seeks 360-degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
- Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path.
- Ability to lead or Guide a small team to achieve customer/business objectives.
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 ValuesAll 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.
