Role Purpose
This position is required to:
•Provide excellent customer experience and solution support to Blue Yonder customers with ownership, proactive and innovative approach
•Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
•Passionately collaborate and engage within and beyond his/her team with empathy
•Build and demonstrate moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
•Consistently demonstrate customer centricity and relentless attitude to innovate through team work
•Add value by developing knowledge articles 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 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness
•Actively engages in application health monitoring using M&D 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. Supports 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:
i. Demonstrates moderate expertise as required to support concerned solution, for example:
•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
ii. 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:
i. Develops moderate knowledge of product features and functionalities
ii. Possesses basic knowledge of relevant industry domain and business processes of the customers
iii. Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution
iv. Understands SAAS consumption, adoption and business value KPIs related to respective solution
Solution Architecture:
Possesses appropriate combination of one or more following skills, as required for concerned solution.
i. Decent understanding of solution architecture relevant for concerned solution, for example:
•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.)
ii. Decent skills on architecture framework, tools and technologies relevant for concerned solution, for example:
•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 example:
•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 example:
•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 example:
•DB health analysis (statistics, fragmentation, query execution plan, indexes)
•Executes prescribed KPI-based proactive performance review
Behavioral:
i. Exhibits service mindset by consistently displaying customer centricity and ownership
ii. Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
iii. Pro-actively identifies learning opportunities and career path
d) Value Addition and Continuous Improvement
•Consistent Top Contributor to Knowledge Centered Support (KCS) by:
i. creating high quality articles independently and helping others increase usage/creation
ii. leveraging existing articles to provide faster resolution to solution issues
•Identifies opportunities for operational improvements (ex: automation, process improvements etc.)
i. Improves process to enable continuous improvement
ii. Makes manual procedures lean or automates them to improve operational efficiency
iii. Implementing new methodologies to increase process efficiencies and ROI
