Sr Support Engineer - L2/L3 App Support, SQL, PLSQL, Unix Shell Scripting, Control-M

Scope:

Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

Our current technical environment:

• Webservers IIS, Tomcat

• Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)

• Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What you’ll do:

• Provide excellent customer experience and solution support to Blue Yonder customers with ownership, proactive and innovative approach

• Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents

• Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service

•  consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team

•  builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

• champion KCS and process improvements through lean methodology / automation

• Train/mentor team members to improve techno-functional capability of the team

What we are looking for:

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline. (Immediate Joiners Preferred)
  5-7 years of corporate experience in customer facing roles as a consultant in retail domain or similar products.

• L2/L3 App Support, SQL, PLSQL, Unix Shell Scripting, Control-M, ETL, Cloud

• Excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation

• Delivers excellent customer experience by resolving customer issues mostly of high complexity. 

• Owns customer solution for Tier 1/2 customers. 

•   Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.

•   Positively collaborates with TAM and supports consumption/adoption improvement plans

•  Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness

• Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.

• Ensures adherence to SLA/SLO, quality standards and practices

• Champions high quality of service/operations and continuous improvement within the team

• Implements monitoring and diagnostics practices and procedures 

• Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents

• Expected to work in shifts and provide OOH support to facilitate 24x7 customer support 

•  b) Communication and Collaboration 

• Communicates (verbal and written) effectively with customers and Blue Yonder stakeholders, pro-actively guides team members to communicate and influence customer positively

• Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners, provides guidance on collaboration challenges

• Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live Blue Yonder values

•  Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

• Competency development and demonstration

• - Technical: 

• Demonstrates high 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

• Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

•   To monitor solution health and investigate application issues.

•  To analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

• Product and Domain:

•  Develops good knowledge of product features and functionalities 

• Possesses moderate knowledge of relevant industry domain and business processes of the customers 

• Demonstrates moderate 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.

• Solution Architecture:

• Possesses appropriate combination of one or more following skills, as required for concerned solution.

• Good understanding of solution architecture relevant for concerned solution, for e.g.,

• Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware

• Integration with external devices/systems, data flows

• Identity and Access Management (ex: Native, OAUTH, SSO etc.)

• Good skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,

• Webservers (ex: IIS, Tomcat)

• Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)

• Architecture framework (ex: ASP.Net, Java)

• Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)

• Good understanding of Azure technologies, relevant for concerned solution  like:

• Native SAAS or containerized applications, Kubernetes

• Azure deployment models (ex: serverless / PAAS, scaleset, ASR)

• Azure automations and CI CD pipeline - GitHub, Jenkins

• Strong capability in cloud operational activities as per the requirements of concerned solution, for e.g.,

• Deployment and troubleshooting issues related to deployment

• Troubleshooting, fixing and preventing application availability issues

• Building and implementing monitoring 

• Automations (Python, Cycle, RPA etc.)

• Strong capability in Application Performance Engineering skills as required for concerned solution, for e.g.,

• DB health analysis (statistics, fragmentation, query execution plan, indexes)

• Executes prescribed KPI-based proactive performance review-

• 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

• displays growth mindset by taking initiatives,  positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.

• Value Addition and Continuous Improvement

• Consistent Top Contributor to Knowledge Centered Support (KCS) by:

• Familiar/Licensed with KCS methodology. Create high quality articles independently and mentor others increase usage/creation

• leveraging existing articles to provide faster resolution to solution issues

• Coaching other team members

• Executes on operational improvements (ex: automation, process changes etc.)

• Improves process to enable continuous improvement. 

• Leverage lean methodology or automation to improve operational efficiency

• Implementing new methodologies to increase process efficiencies and ROI

• Encourages and collaborates with the team to ideate and implement continuous improvement opportunities

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.