Sr Support Engineer 1

This position is required to:
– Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
– Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents
– Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
 – consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
 – builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
– champion KCS and process improvements through lean methodology / automation
– Train/mentor team members to improve techno-functional capability of the team

a) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation
– Delivers excellent customer experience by resolving customer issues mostly of high complexity. 
– Owns customer solution for Tier 1/2 customers. 
   – Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
   – Positively collaborates with TAM and supports consumption/adoption improvement plans
   – Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
– Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
– Ensures adherence to SLA/SLO, quality standards and practices
– Champions high quality of service/operations and continuous improvement within the team
– Implements monitoring and diagnostics practices and procedures 
– Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents
– Expected to work in shifts and provide OOH support to facilitate 24×7 customer support 

 b) Communication and Collaboration 
– Communicates (verbal and written) effectively with customers and BY stakeholders, pro-actively guides team members to communicate and influence customer positively
– Collaborates relentlessly, passionately and respectfully with various BY teams and partners, provides guidance on collaboration challenges
– Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live BY values
 – Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration
– Technical: 
i. Demonstrates high 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 high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
     – to monitor solution health and investigate application issues.
     – to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

– Product and Domain:
 i. Develops good knowledge of product features and functionalities 
ii. Possesses moderate knowledge of relevant industry domain and business processes of the customers 
iii. Demonstrates moderate 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. Good understanding of solution architecture relevant for concerned solution, for e.g.,
     – 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. Good skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
     – 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. Good understanding of Azure technologies, relevant for concerned solution  like:
     – Native SAAS or containerized applications, Kubernetes
     – Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
     – Azure automations and CI CD pipeline – GitHub, Jenkins
iv. Strong capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
     – Deployment and troubleshooting issues related to deployment
     – Troubleshooting, fixing and preventing application availability issues
     – Building and implementing monitoring 
     – Automations (Python, Cycle, RPA etc.)
v. Strong capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
    – 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
iv. displays growth mindset by taking initiatives,  positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.

d) Value Addition and Continuous Improvement
– Consistent Top Contributor to Knowledge Centered Support (KCS) by:
i. Familiar/Licensed with KCS methodology. Create high quality articles independently and mentor others increase usage/creation
ii. leveraging existing articles to provide faster resolution to solution issues
iii. Coaching other team members
– Executes on operational improvements (ex: automation, process changes etc.)
i. Improves process to enable continuous improvement. 
ii. Leverage lean methodology or automation to improve operational efficiency
iii. Implementing new methodologies to increase process efficiencies and ROI
iv. Encourages and collaborates with the team to ideate and implement continuous improvement opportunities
 

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder’s inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.