Scope:
- Shared Services Lead role is key during a customer implementation lifecycle. Expectation from the role is to ensure all the Cloud related activities are completed by the respective Cross functional teams in the timely fashion to support the implementation teams. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.
What you’ll do:
- Work closely with internal stakeholder to get the cases resolved within the SLA/OLA timelines;
- Basic Knowledge on Cloud Azure and infrastructure concepts needed
- Builds collaborative relationship with internal stakeholders and work with them proactively to get the issues fixed
- Adhere to Cloud policies, procedures, methodologies, and quality standards.
- Escalates issue that may have a impact
- Work with Shift leads internally to resolve project issues, escalating to appropriate parties as needed.
- Provides regular communication and status reporting with internal stakeholders and with customers
- Keep Consulting informed about issues being worked/analyzed, providing frequent, and meaningful updates.
- Follow up with internal teams to ensure their technical issues are resolved
- Must be able to work flexible hours as needed including being available for off hours support
- Knowledge of ITIL framework is preferable.
Primary KPIs: Project Coordinator: - Coordinate with Cross Functional teams for timely resolution/turnaround time.
- Liaison between Project and support teams for the seamless transition of the projects to the Operations Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.).
- Efficient management of the Technical upgrade projects with the customers.
- Achieve NPS / CSAT scores for the Technical upgrades.
What we are looking for:
- Bachelor’s degree and minimum 5 - 8 years’ experience in Software development and support.
- Candidate with customer facing skillset is preferred.
- Strong communication skills and escalation management skills.
- Knowledge of ITIL framework is preferable.
- Supply chain knowledge is an added advantage.
- Knowledge of SaaS and Cloud.
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.
