Sr. Support Engineer Job Vacancy in Blue Yonder Hyderabad, Telangana – Updated today

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Full Details :
Company Name : Blue Yonder
Location : Hyderabad, Telangana
Position :

Job Description : This position is required to:

Provide excellent customer experience and solution support to BY 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
a) Excellent customer experience and solution support to BY 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 24×7 customer support
b) Communication and Collaboration

Communicates (verbal and written) effectively with customers and BY stakeholders, pro-actively guides team members to communicate and influence customer positively
Collaborates relentlessly, passionately and respectfully with various BY 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 BY values
Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
c) Competency development and demonstration

Technical:
i. 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
ii. 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:
i. Develops good knowledge of product features and functionalities

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

iii. Demonstrates moderate capability to have interactions related to business process impact and work-arounds with customers during issue resolution

iv. 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.

i. 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.)
ii. 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.)
iii. 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

iv. 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.)
v. 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:
i. Exhibits service mindset by consistently displaying customer centricity and ownership

ii. Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

iii. Pro-actively identifies learning opportunities and career path

iv. displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.
d) Value Addition and Continuous Improvement

Consistent Top Contributor to Knowledge Centered Support (KCS) by:
i. Familiar/Licensed with KCS methodology. Create high quality articles independently and mentor others increase usage/creation

ii. leveraging existing articles to provide faster resolution to solution issues

iii. Coaching other team members

Executes on operational improvements (ex: automation, process changes etc.)
i. Improves process to enable continuous improvement.

ii. Leverage lean methodology or automation to improve operational efficiency

iii. Implementing new methodologies to increase process efficiencies and ROI

iv. 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
Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder’s inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.
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.

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