Job DescriptionScope:- 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 journey- Engage 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 done- Implement Advanced Quality Prevention plans to improve solution and service reliability- Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain- Own 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 procedures- Validation frameworks post application patching, upgrades and maintenance- Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies- Drives/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 value- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness- Monitor and correct solution performance, stability, and sizing during customer roll-out phase- Early engagement in customer implementation projects including agile/multi-sprint projects- To provide input during project phases to improve scalability, reliability, operability, and profitability of solutions- To gain very good understanding of customer business processes, solution, and architecture- To 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 domain- Act 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 Preferred- Customer facing experience a must- Strong hand-on experience in Application Support, SQL DB, Cloud Technologies, Unix/Linux, Scripting, App/DB Migration activities- WMS Implementation and Installation Knowledge- Strong Supply Chain domain experience- Warehouse Management System Knowledge Preferable- Possess Robust Techno-Functional Expertise- Tech Savvy able to adapt to any technology faster- Provide technical and solution leadership during Critical/Major issues.- ITIL, Azure Certification- Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability- Experience with API management platforms & providing / consuming RESTful APIs- Experience with varied tools such as AppD & Splunk- Experience 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: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.

📌 Sr Support Engineer 1 - Azure/Aws, Sql, Application Support, Unix Shell Scripting, Itil,/ (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore