Sr Support Engineer 2- Workforce ManagementIndia – Bangalore/HyderabadJob CategoryCustomer SuccessJob DetailsEnterprise Solution Architect – Workforce ManagementDescription: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 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- 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.Responsibilities: Be part of Solution transition to SupportWork with Product Development in order to resolve customer adoption and consumption issues.Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state.Understanding 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 Assist BY customers with consumption and adoption issues by providing functional expertiseDiversified experience in Solution Support of complex products and business applicationsExperience in customer interactions / Escalation handling / Stakeholder ManagementExperience on performing Skill gap analysis for the teams and derive action planShould 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 teamDetail plans with clarity in priorities and schedules towards optimizing people’s time. Meet all objectives in time at the lowest possible cost. Convert strategy into workable action planUnderstanding of Database structures. Understanding of various functional platforms and infrastructures.Understands BY’s product suite to convey relationships and touchpoints to the customer.Required skills and experience: 8+ years of corporate experience in customer facing roles as SME in Workforce Management in Retail DomainBachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.Expertise in functional designing and configuration of WFM modules like Forecasting, Scheduling, Time & Attendance and Pay rulesImplementation experience in Blue Yonder, Kronos or Infor Workforce Management on Forecast and Time and Attendance modules is requiredWorking experience in interfacing WFM products with customer and third-party systemsAbility 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 applicationsAbility to develop and maintain strong, productive relationships with customers, partners and consultantsStrong proactive communicator and presenter, able to influence and collaborate at all levels of an organization to maximize problem resolution while effectively presenting information and responding to highly specialized functional questionsHighly developed analytical and problem-solving skillsProven ability in working independently in challenging customer projects.Desired Skills: Experience in Microsoft OSExperience in .Net\Java codingExpertise in Microsoft SQL queries, Stored procedures, ETLGood knowledge on IIS and tomcat webserversMust have Hands-on AppDynamics \ Splunk expertiseScripting knowledge (Batch & PowerShell \ Python)Knowledge of Incident Management, change, and release processIn-depth Experience on Multi-tier architectureUnderstanding of application sizing, system integration and architecture designHands on Azure technologies2-3 years’ experience in Object Oriented ProgrammingFundamental concepts of Python\.Net\Java scriptingNice to Have Prior working knowledge in Supply Chain Domain and / or Retail domain is desired ITIL certificationExperience in Microsoft SQL server performance tuningOur 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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