Overview:
The Blue Yonder Planning SRE Team is responsible for improving customer experience by proactively resolving upstream product issues, deployment problems, and enhancing support capabilities through tools, technology, and subject matter expertise. For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change requests, service requests, as well as end-to-end workflow support. To achieve success, we work in an integrated model, collaborating closely with other cross-functional/development teams to foster a more controlled environment.
Scope:
Blue Yonder is currently undergoing a tremendous SAAS/DevOps transformation, making it an incredibly exciting time to join our team! You will be responsible for collaborating with global Product Development, Functional, and technical teams in various customer engagements. The role will involve gathering and understanding technical and functional issues reported by customers / consultants and driving towards solutions and fixes. Additionally, the individual will work closely with regional customers and internal stakeholders (consultants, support and cloud operations, infrastructure, security, product development… teams) to implement and support our designed products and solutions, effectively meeting business requirements while ensuring supportability and customer satisfaction.
What you'll do:
Provide direction and inputs for Root Cause Analysis and propose preventive measures.
Automate proactive preventive steps for large-scale deployment across all cloud customers.
Contribute to achieving site reliability engineering KPI targets.
Drive and execute operational improvements, such as automation and process changes.
Understand and triage critical/complex customer issues, conduct necessary technical research, and create knowledge articles for recurring cases.
Provide functional and technical support during customer upgrades, deployments, rollouts, and post-production phases.
Communicate product and solution expertise to internal teams and customers.
Understand the SaaS offerings, features, and functionalities deployed for each customer.
Collaborate closely with Product Development to enhance product quality.
What we are looking for:
Industry Experience:
Supply chain domain experience and exposure to DevOps
Minimum 6-8 years of experience in customer facing SaaS supply chain solution support / consulting, Devops
Knowledge in BlueYonder Planning product will be added advantage.
Experience working with Blue Yonder products, specifically Supply Chain Planning solutions (Enterprise Supply Planning, Supply Chain Planner, Demand, Fulfillment, Inventory Optimization, Order Promiser…)
Previous experience providing software support to customers in on-premise and/or cloud-hosted environments; preference given to those with Microsoft Azure and SaaS solution support experience.
Possesses basic knowledge of relevant industry domain and business processes of the customers
Understands SAAS consumption, adoption and business value KPIs related to planning solution
Technical Skills:
Experience with Oracle database and/or WebLogic, Java preferred.
Demonstrates strong analytical and problem-solving skills.
Programming language experience in Java/J2EE concepts – JDBC, C++.
Knowledge of operating systems (e.g., Windows, UNIX, LINUX).
Understanding of scripting languages – Unix Shell Scripting, PowerShell, Python, etc.
Soft Skills
Must have excellent communication and interpersonal skills to interact with global customers, business users and internal personnel, with an emphasis on follow-through and reporting.
Collaborates relentlessly, passionately and respectfully with various BY teams, customers 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)
Must be self-motivated and a quick learner - adapt to new technologies, platforms, and integrations.
Able to work flexible hours, including evenings and weekends, as warranted by critical situations or to manage customer escalations.
Education
Bachelor’s degree (STEM (Civil engineering, Aerospace Engineering, Electrical Engineering, Electronics, Mechanical Engineering, and Industrial Engineering) preferred)
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.
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.
Top Skills
What We Do
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential
Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth, increase sustainability and prosperity with a Sonoran Spirit.
