Overview:
- Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's Best Places to Work
- Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in Supply Chain Domain.
Scope:
Deliver flawless application support to Blue Yonder customers by resolving complex solution issues
- Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple Blue Yonder and customer stakeholders.
- Deepen competency on end-to-end solution architecture 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
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
What you'll do:
Delivers excellent customer experience by
- Understanding customer raised issues and take appropriate actions to resolve the same - Cloud /SaaS
- Reviewing the product source code or design document as necessary
- Owning and resolve all cases for global customers, adhering to defined SLA's
- Documenting learnings and create knowledge articles for repeated cases
- Replicating and maintain customer environments
- Maintaining knowledge of customer solution and customization
- Demonstrating sense of urgency and swiftness with all customer interactions
- Acting as Techno-functional POC for all cases and ensure timely triage and assignment
- Utilizing instant messenger and other tools to collaborate globally
- Working in shifts and being flexible with the timings
- Meeting organization and team level goals
- Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
- Identifying areas of improvement and scope of automation on routine tasks or activities
- Helping in meeting team level goals and be a team player
What we are looking for:
- Bachelor's degree (STEM preferred) and minimum 0 to 2 years
- Good Communication and Strong Analytical Skills
- Supply Chain domain experience
- 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.
- 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 varied tools such as AppD & Splunk
- Experience working in a team
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:
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.
