Scope:Deliver flawless application support to BY customers by leading a strong techno-functional teams. What you’ll do:Manages a team of 30+ providing product support through leads.Works with the customer to ensure customer satisfaction and manage customer escalationsEnsure adherence to the engagement service SLAs & KPIsCreates service delivery strategy and plans, resource plans, and manage delivery risks and issues.Provides and leads idea for innovation and continuous improvement in service deliveryEnsures that the solution team is trained on and follows support guidelines, processes and systems.Owns competence development of team to sustain and improve service delivery capabilityDrive collaboration with Product Development and Product Management groups to ensure training and readiness for new product releases and to improve product stability by providing customer feedback and inputs on product issuesDrives improvement in employee and team engagement level proactivelyWell versed in IT support service delivery practicesConsistently review and improve the productivity of the teamAutomation, Lean Process and associate skill development will be the key focus.Lead from front during escalations and manage internal and external stake holders.Readiness to be on-call and work flexible hours, which includes (Evenings, Weekends) as situation demands.What we are looking for: Bachelor’s degree (STEM preferred) and minimum 13 to 15 years of experience in Customer Support or Product SupportExperience in Managing Technical Functional teams and leads of 30+ Members.Strong Supply Chain domain experienceTransportation/Logistics Knowledge PreferablePossess Strong Techno-Functional ExpertiseExperience of managing ERP products is preferredProvide technical and solution leadership during Critical/Major issues.ITIL CertificationDemonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availabilityOur current technical environment:i. Demonstrates strong technical 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 - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issuesii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issuesBehavioral:Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.Demonstrates enhanced Customer communication & situation management skills.Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).Possesses strong sense of urgency from both Customer and company perspective, defines priorities.Global representatives for key initiatives and projectsInspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path.Ability to lead or Guide a small team to achieve customer/business objectives.Our 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