This position is required to:- provide excellent customer experience and solution support to BY customers- passionately collaborates and engages within and beyond his/her team with empathy- build core competency with the tools and technologies, product and domain, solution architecture etc.- consitently demonstrates customer centricity and relentless attitude to innovate through team worka) Seamless Application Support to BY Customers - Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end-to-end ownership. - Resolves internal proactive monitoring cases generated by BY internal tools - Attends case quality training and ensures adherence to SLA/SLO and quality practices - Obtains customer satisfaction by displaying ownership, engagement and pro-activeness - Work is frequently supervised by the leads or mentors. Constantly seeks guidance to improve the quality. - Expected to work in shifts and provide OOH support to facilitate 24x7 customer supportb) Communication and Collaboration - Communicates (verbal and written) effectively with the customers - Collaborates relentlessly, passionately and respectfully with various BY teams and partners - Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.s.c) Building Competency - Technical i. Builds basic skills on the following and not limited to: - DBMS (ex: SQL, Oracle) ; ability to write database queries, procedures for application support. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues ii. Builds basic skills on contemporary SaaS technical toolsets like AppDynamics, Splunk etc. - Product and Domain: i. Attends product boot-camp and learns standard product features to resolve non-complex issues ii. Acquires basic domain knowledge to understand the business processes of the customers - Solution Architecture: i. Builds basic understanding of different Cloud models - private, public, hybrid ii. Builds basic understanding of solution architecture and application deployment framework iii. Builds basic understanding of Azure concepts like: - Native SAAS or containerized applications, Kubernetes - Azure deployment models (ex: serverless / PAAS, scaleset, ASR) - Azure automations and CI CD pipeline - GitHub, Jenkins iv. Actively engages in application health monitoring using M&D tools v. Pro-actively identifies application availability issues and resolves them using defined resolution methods - Behavioral: i. Develops service mindset ~ constantly displays customer-centricity and ownership ii. Seeks regular perfomance feedback and works on self-development iii. Pro-actively identifies learning opportunitiesd) Value Addition - Contributes to Knowledge Centered Support (KCS) by: i. creating quality articles with minimal guidance from leads or mentors ii. leveraging existing articles to provide faster resolution to solution issues - Identifies opportunities for operational improvements (ex: automation, process changes etc.) i. identifies opportunities pro-actively and discusses with leads or mentors ii. Collaborates with others to implement and operationalizeOur ValuesIf 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 ValuesDiversity, 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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