Scope Deliver flawless application support to BY customers by resolving complex solution issues Drive as a lead SME the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders 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 enhances solution stability and service quality eventually enabling an increase in customer satisfaction consumption and adoption of the service 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 Act as a Senior solution SME providing mentorship to Support Engineers delivering product technical training and supporting in improving the capability and delivery quality of the team Adopt AI into day-to-day operations What you ll 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

📌 In-sr Support Engineer 1 (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore