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 technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.

Scope:

• 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 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
• Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
• Act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
• 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.

Our current technical environment:

• Webservers IIS, Tomcat
• Platform support engineering: API and/or MuleSoft integration troubleshooting
• Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)
• Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What you’ll do:

• Be part of Solution transition to Support
• Work with customization teams (BY, Third-Party or Customer IT) to walkthrough the customization requirements
• Work with Product Management Group (PMG) and Product Development (PD) in order to resolve customer adoption and consumption issues
• Work with Product Management Group (PMG) and Product Development (PD) 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 compliance
• Ensures 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 basis
• Expertly utilizes support tools (Zoom, JIRA, Salesforce.) to expedite case resolution
• Provides 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

What we are looking for:

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
• 5-8 years of corporate experience in customer facing roles as a senior consultant in BY Workforce Management or similar products
• Functional Expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance and Pay Rules
• Ability 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 applications
• Good communication skills
• Experience in IT support
• Collaboration across different regions/teams
• Zeal for continuous improvement/Innovation
• Align to the values, priorities, and culture of the organization
• OOPS / Object oriented programming concepts
• Code Debugging in any one of the programming languages (Python/JAVA/.NET)
• SQL Server / MS SQL scripting
• PowerShell Scripting
• Must have Operational knowledge on Azure
• Good knowledge on relational database concepts
• Operational Knowledge on AppDynamics\\Splunk…
• Hands-on on Azure application support/deployment
• Working expertise on Python scripting
• Fundamentals of Machine Learning, Statistic and Probability
• Fundamentals of Object-Oriented Programming
• Fundamentals of Artificial Intelligence
• Knowledge of Retail/Supply chain concepts
• ITIL certification
• Performance analysis / tuning for project