Support Engineer II Job Vacancy in Blue Yonder Bengaluru, Karnataka – Updated today

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Full Details :
Company Name : Blue Yonder
Location : Bengaluru, Karnataka
Position :

Job Description : This position is required to:

provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
passionately collaborates and engages within and beyond his/her team with empathy
builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
consistently demonstrates customer centricity and relentless attitude to innovate through team work
add value by developing knowledge article as well as working on operational improvements
a) Excellent customer experience and solution support to BY Customers with innovative approach

Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
Actively engages in application health monitoring using M&D tools
Attends case quality training and ensures adherence to SLA/SLO and quality practices
Identifies and implements opportunities for early detection and resolution of incidents
Proactively seeks guidance, strives and commits to improve service quality
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 the customers. Support junior team members in achieving effective communication
Collaborates relentlessly, passionately and respectfully with various BY teams 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)
c) Competency development and demonstration

Technical:
i. Demonstrates moderate 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 in relevant programming languages
Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
Troubleshooting Mobile application issues
ii. Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

to monitor application health and investigate application issues.
to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
Product and Domain:
i. Develops moderate knowledge of product features and functionalities

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

iii. Demonstrates basic 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. Decent 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. Decent 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. Decent understanding of Azure technologies relevant for concerned solution, for e.g.,

Native SAAS or containerized ap
plications, Kubernetes

Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
– Azure automations and CI CD pipeline – GitHub, Jenkins

iv. Moderate 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
Application health monitoring
Developing automations (Python, Cycle, RPA etc.)
v. Moderate 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
d) Value Addition and Continuous Improvement

Consistent Top Contributor to Knowledge Centered Support (KCS) by:
i. creating high quality articles independently and help others increase usage/creation

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

Identifies opportunities for operational improvements (ex: automation, process improvements etc.)
i. Improves process to enable continuous improvement.

ii. Make manual procedures lean or automate them to improve operational efficiency

iii. Implementing new methodologies to increase process efficiencies and ROI

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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