Overview:Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.Scope:Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service- Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.- Act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.Our current technical environment:• Webservers IIS, Tomcat• Platform support engineering: API and/or MuleSoft integration troubleshooting• Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)• Frameworks/Others: SQL, RDBMS, ASP.Net, Java, PythonWhat you’ll do:Be part of Solution transition to SupportWork with customization teams (BY, Third-Party or Customer IT) to walkthrough the customization requirementsWork with Product Management Group (PMG) and Product Development (PD) in order to resolve customer adoption and consumption issuesWork with Product Management Group (PMG) and Product Development (PD) in cases where customer’s requirements are generic and is a good fit for the products future stateUnderstanding of Database structures. Understanding of various functional platforms and infrastructures.Understands BY’s product suite to convey relationships and touchpoints to the customer.Responsible for the quality service, including communication, resolutions, and case content.Maintain customer satisfaction - level of service, monitor SLA complianceEnsures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.Manages the day-to-day team activities to ensuring adherence of operational guidelines.Adherence to department and company operational guidelines, meet organization and personal goals.Work in shifts on rotation basis. Be On-Call over weekends on rotation basisExpertly utilizes support tools (Zoom, JIRA, Salesforce.) to expedite case resolutionProvides functional and/or technical support during a customer’s product implementation and "go-live" periods. Understands business features and functionality to be provided by the product. Works in a cross-functional capacity to support quality design, development and testing. Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively. Plans and co-ordinates routine activities and also does contingency planning. Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity What we are looking for: Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.5-8 years of corporate experience in customer facing roles as a senior consultant in BY Workforce Management or similar productsFunctional Expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance and Pay RulesAbility to resolve complex problems with minimal guidance.Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applicationsGood communication skillsExperience in IT supportCollaboration across different regions/teamsZeal for continuous improvement/InnovationAlign to the values, priorities, and culture of the organizationOOPS / Object oriented programming conceptsCode Debugging in any one of the programming languages (Python/JAVA/.NET)SQL Server / MS SQL scriptingPowerShell ScriptingMust have Operational knowledge on AzureGood knowledge on relational database conceptsOperational Knowledge on AppDynamics\Splunk…Hands-on on Azure application support/deploymentWorking expertise on Python scriptingFundamentals of Machine Learning, Statistic and ProbabilityFundamentals of Object-Oriented ProgrammingFundamentals of Artificial IntelligenceKnowledge of Retail/Supply chain conceptsITIL certificationPerformance analysis / tuning for projectOur 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 ValuesAll 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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