Scope:
- Deliver flawless application onboarding service to BY customers by ensuring quality in implementation support.
- Drive, as a lead SME for BY Customer delivering their WMS Environments and providing support during their onboarding journey
- 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.
- Understanding the Application Landscape of the customer and ensuring the application deployment is done
- 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 enhance solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service during the first installation as well.
- Act as a Senior solution SME providing mentorship to Technical Architects and Consultants, delivering product/technical training and supporting in improving capability and delivery quality of the team.
- Adopt AI into day-to-day operations
What will you 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 input during project phases to improve scalability, reliability, operability, and profitability of solutions
- To gain very good understanding of customer business processes, 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 8 years of experience in Customer Support or Product Support.
- Immediate Joiner Preferred
- Customer facing experience a must
- Strong hand-on experience in Application Support, SQL DB, Cloud Technologies, Unix/Linux, Scripting, App/DB Migration activities
- WMS Implementation and Installation Knowledge
- Strong Supply Chain domain experience
- Warehouse Management System Knowledge Preferable
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster
- Provide technical and solution leadership during Critical/Major issues.
- ITIL, Azure 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
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.
