Sr Support Engineer 1 - Application Support + SQL + Linux + Cloud (Azure)

Scope:

• Deliver flawless application onboarding service to Blue Yonder customers by ensuring quality in implementation support.
• Drive, as a lead SME for Blue Yonder Customer, delivering their TMS 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, ensuring seamless delivery continuum into Operate through phased go-lives.
• Understand the Application Landscape of the customer and ensure 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, ultimately enabling an increase in customer satisfaction, consumption, and adoption of the service during the first installation.
• Act as a Senior solution SME, providing mentorship to Technical Architects and Consultants, delivering product/technical trainings, and supporting in improving capability and delivery quality of the team.

Our current technical environment: i. Demonstrates strong technical expertise as required to support concerned solutions, for example:

• DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures, etc.
• Platform support engineering (ex: API, sFTP/FTP, and/or Mulesoft integration troubleshooting).
• Troubleshooting mobile application issues.
• Understanding deployment of servers and application in Azure.

ii. Demonstrates strong 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.

What you'll do:

• Deliver excellent customer experience by ensuring the Customer Onboarding experience on the SaaS platform enhances significantly.
• Ensure customers are able to migrate in a defined period.
• Ensure customers see a smooth handover to Steady State Team.
• Keep a track of adoption and consumption numbers, analyzing the trends and providing inputs for improvement.
• Consistently achieve high customer satisfaction and make a positive impact on NPS scores by displaying end-to-end ownership, engagement, and proactiveness.
• Drive resolution of customer issues of high complexity and criticality including non-functional/performance-related issues.
• Provide direction and inputs for Root Cause analysis and propose prevention ideas.
• Guide the team to plan and implement "early detection and resolution" as well as "outflow and recurrence prevention" quality strategies.
• Drive/lead resolution of escalated and complex issues in collaboration with multiple Blue Yonder and customer stakeholders.
• Own solutions for customers.
• Positively and proactively collaborate with TAM to drive CSM to support plans to improve SaaS consumption, adoption, and business value, gaining a very good understanding of customer business processes, solutions, and architecture.

What we are looking for:

• Bachelor's degree (STEM preferred) and minimum 6 to 8 years of experience in Production Support/Application Deployment Role including Validation services.
• Experience of Installation of ERP products is preferred.
• Strong experience of Installation of applications on Azure, on IIS/Tomcat/Weblogic is preferred.
• Strong experience in setting up and validating integrations through API (REST and SOAP) and sFTP is preferred.
• Understanding of how SSO setup works is a plus.
• Blue Yonder TMS installation experience is a plus.
• Supply Chain domain experience.
• Transportation/Logistics 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 Certification.
• Demonstrable experience, thorough knowledge, and interests in cloud-native architecture, distributed micro-services, multi-tenant SaaS solutions, and cloud scalability, performance, and high availability.
• Experience with API management platforms & providing/consuming RESTful APIs.

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 perspectives, 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 holistic personal and professional development, continuously improving 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 Values

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.

Locations: IND - Coimbatore (708)