Solution Architect - Mfg Planning

What we are looking for:

• Bachelor’s degree and 8 to 10 years of experience in Supply Chain Product Support, knowledge in BY Planning product will be added advantage
• Requires a bachelor’s degree and 6-8 years of experience in Supply Chain and preferred Master degree in SCM ( MS , MBA, Mtech etc)
• Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
• Builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc
• Basic understanding of Customer business and processes
• Candidates have relevant experience on BY SCPO and Manufacturing Planning suite of products
• Intermediate in MS Excel
• Good Knowledge of PL/SQL
• Good to Have Next Gen Skills:
  • Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java)
  • Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure)

This position is required to:

• provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
• Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the service
• passionately collaborates and engages within and beyond his/her team with empathy
• builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
• consistently demonstrates customer centricity and relentless attitude to innovate through team-work
• add value by developing knowledge article as well as working on operational improvements

a) Excellent customer experience and solution support to BY 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. Support junior team members in achieving effective communication
• Collaborates relentlessly, passionately and respectfully with various BY 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: 
  • Demonstrates moderate 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 in relevant programming languages
  • Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
  • Troubleshooting Mobile application issues
  • 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:
  • Develops moderate knowledge of product features and functionalities 
  • Possesses basic knowledge of relevant industry domain and business processes of the customers 
  • Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution
  • Understands SAAS consumption, adoption and business value KPIs related to respective solution 

• Behavioral:

• Exhibits service mindset by consistently displaying customer centricity and ownership
• Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
• Pro-actively identifies learning opportunities and career path

•  Value Addition and Continuous Improvement
• Consistent Top Contributor to Knowledge Centered Support (KCS) by:
• creating high quality articles independently and help others increase usage/creation
• leveraging existing articles to provide faster resolution to solution issues
• Identifies opportunities for operational improvements (ex: automation, process improvements etc.)
• Improves process to enable continuous improvement. 
• Make manual procedures lean or automate them to improve operational efficiency
• Implementing new methodologies to increase process efficiencies and ROI

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.