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 techno-functional foundation with strong Application Support Experience in TMS or Supply Chain Domain.Scope:Deliver flawless application onboarding service to BY customers by ensuring quality in implementation support. Drive, as a lead SME for BY Customer delivering their TMS Environments and providing the support during their onboarding journeyEngage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.Understanding the Application Landscape of the customer and ensuring the application deployment is doneImplement “Advanced Quality Prevention” plans to improve solution and service reliabilityDeepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service during the first installation as well.Act as a Senior solution SME providing mentorship to Technical Architects and Consultants, delivering product/technical trainings and supporting in improving capability and delivery quality of the team.Our 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.Platform support engineering (ex: API,sFTP/FTP and/or Mulesoft integration troubleshooting)Troubleshooting Mobile application issuesUnderstanding deployment of Servers and application in Azure.ii. 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 issues.What you’ll do:Delivers excellent customer experience by Ensuring the Customer Onboarding experience on SaaS platform enhances significantly.Customers are able to migrate in a defined periodCustomers see smooth handover to Steady State TeamKeeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activenessdriving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.provides direction and inputs for Root Cause analysis and proposes prevention ideas.Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategiesDrives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.Owns solution for customers. Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value to gain very good understanding of customer business process, solution, and architectureWhat we are looking for: Bachelor’s degree (STEM preferred) and minimum 8 to 10 years of experience in Production Support/Application Deployment Role including Validation servicesExperience of Installation of ERP products is preferredStrong Experience of Installation of Application on Azure, on IIS/Tomcat/Weblogic is preferred.Strong Experience in Setting up and validating integrations through API( Rest and SOAP) and sFTP is preferred.Understanding of How SSO Setup works is a Positive.BY TMS Installation Experience is a plus.Supply Chain domain experienceTransportation/Logistics Knowledge PreferablePossess Strong Techno-Functional ExpertiseTech Savvy able to adapt to any technology fasterProvide 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 availabilityExperience with API management platforms & providing / consuming RESTful APIs-Behavioral: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.
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