A)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−Learn & support a customer solution as required, understand service quality and consumption and adoption of the service−May be expected to provide Out of Office (OOH) support to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.-May be expected to work in shifts to facilitate the Company’s 24x7 customer support in line with the terms defined in the contract of employment and countryB)Communication and Collaboration−Communicates (verbal and written) effectively with customers−Collaborates relentlessly, passionately and respectfully with various BY teams and partners −Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.C)Building Competency Technical -Builds basic skills as required to support a given BY solution −DBMS (ex: SQL, Oracle) ; ability to write database queries, procedures for application support. −Code debugging, as applicable−Platform support engineering (ex: API and/or Mulesoft integration troubleshooting), as applicable −Troubleshooting Mobile application issues, as applicable -Builds basic skills on relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.D)Product and Domain:Attends product boot-camp and learns standard product features to resolve non-complex issuesAcquires basic domain knowledge to understand the business processes of the customersE)Solution Architecture:Builds basic understanding of different Cloud models - private, public, hybridBuilds basic understanding of solution architecture and application deployment framework, relevant for a given BY solutionBuilds basic understanding of Azure concepts relevant for given BY solution, for e.g.,−Native SAAS or containerized applications, Kubernetes−Azure deployment models (ex: serverless / PAAS, scaleset, ASR)−Azure automations and CI CD pipeline - GitHub, JenkinsActively engages in application health monitoring using applicable Monitoring & Diagnostic (M&D) toolsPro-actively identifies application availability issues and resolves them using defined resolution methods F)Behavioral:Develops service mindset ~ constantly displays customer-centricity and ownershipSeeks regular performance feedback and works on self-developmentPro-actively identifies learning opportunitiesG)Value Addition:−Contributes to Knowledge Centered Support (KCS) by Creating quality articles with minimal guidance from leads or mentorso, Leveraging existing articles to provide faster resolution to solution issues−Identifies opportunities for operational improvements (ex: automation, process changes etc.-Identifies opportunities pro-actively and discusses with leads or mentors -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.
View Original Job Posting