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

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 the support during their onboarding journey
• Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
• Understanding the Application Landscape of the customer and ensuring the 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 enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service during the first installation as well.
• 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 solution, for e.g.,

• 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 to investigate application issues.
• to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues.

What you’ll do:

• Delivers excellent customer experience by 
  • Ensuring the Customer Onboarding experience on SaaS platform enhances significantly.
  • Customers are able to migrate in a defined period
  • Customers see smooth handover to Steady State Team
• Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
• Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
• driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
• provides direction and inputs for Root Cause analysis and proposes prevention ideas.
• Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies
• Drives/leads resolution of escalated and complex issues in collaboration with multiple Blue Yonder and customer stakeholders.
• Owns solution for customers. 
• Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value 
• to gain very good understanding of customer business process, solution, 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 Application 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 Positive.
• 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 solution 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 perspective, 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 a holistic personal and professional development, continuously improves 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.

Experience Level

Senior Level