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 WMS Environments and providing 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 domainOwn customer solution and enhance 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 training and supporting in improving capability and delivery quality of the team.Adopt AI into day-to-day operationsWhat will you do:Delivers excellent customer experience by driving 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/assists team members to resolve medium complexity issues.Proactively implements “Advanced Quality Prevention” quality plans including but not limited to regular and proactive solution health monitoring process, tools and proceduresValidation frameworks post application patching, upgrades and maintenanceGuides 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.Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.Owns solution for customers.Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business valueConsistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activenessMonitor and correct solution performance, stability, and sizing during customer roll-out phaseEarly engagement in customer implementation projects including agile/multi-sprint projectsTo provide input during project phases to improve scalability, reliability, operability, and profitability of solutionsTo gain very good understanding of customer business processes, solution, and architectureTo ensure seamless delivery continuum into Operate through phased go-lives.Demonstrate high competency in end-to-end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domainAct as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.What we are looking for:Bachelor’s degree (STEM preferred) and minimum 6 to 8 years of experience in Customer Support or Product Support.Immediate Joiner PreferredCustomer facing experience a mustStrong hand-on experience in Application Support, SQL DB, Cloud Technologies, Unix/Linux, Scripting, App/DB Migration activitiesWMS Implementation and Installation KnowledgeStrong Supply Chain domain experienceWarehouse Management System Knowledge PreferablePossess Strong Techno-Functional ExpertiseTech Savvy able to adapt to any technology fasterProvide technical and solution leadership during Critical/Major issues.ITIL, Azure 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 APIsExperience with varied tools such as AppD & SplunkExperience handling a team is a plusOur 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.
View Original Job Posting