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 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- 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
- Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)
- Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What You'll Do

- Provide excellent customer experience and solution support to Blue Yonder customers with ownership, proactive and innovative approach
- Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents
- Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
- consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
- builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
- champion KCS and process improvements through lean methodology / automation
- Train/mentor team members to improve techno-functional capability of the team

What We Are Looking For

- Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline. (Immediate Joiners Preferred) 5-7 years of corporate experience in customer facing roles as a consultant in retail domain or similar products.
- L2/L3 App Support, SQL, PLSQL, Unix Shell Scripting, Control-M, ETL, Cloud
- Excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation
- Delivers excellent customer experience by resolving customer issues mostly of high complexity.
- Owns customer solution for Tier 1/2 customers.
- Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
- Positively collaborates with TAM and supports consumption/adoption improvement plans
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
- Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.




- Ensures adherence to SLA/SLO, quality standards and practices
- Champions high quality of service/operations and continuous improvement within the team
- Implements monitoring and diagnostics practices and procedures
- Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
- b) Communication and Collaboration
- Communicates (verbal and written) effectively with customers and Blue Yonder stakeholders, pro-actively guides team members to communicate and influence customer positively
- Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners, provides guidance on collaboration challenges
- Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live Blue Yonder values
- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
- Competency development and demonstration
- - Technical:
- Demonstrates high 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.
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
- Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- To monitor solution health and investigate application issues.
- To analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:
- Develops good knowledge of product features and functionalities
- Possesses moderate knowledge of relevant industry domain and business processes of the customers
- Demonstrates moderate capability to have interactions related to business process impact and work-arounds with customers during issue resolution
- Understands SAAS consumption, adoption and business value KPIs related to respective solution.
- Solution Architecture:
- Possesses appropriate combination of one or more following skills, as required for concerned solution.
- Good understanding of solution architecture relevant for concerned solution, for e.g.,
- Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
- Integration with external devices/systems, data flows




- Identity and Access Management (ex: Native, OAUTH, SSO etc.)
- Good skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
- Architecture framework (ex: ASP.Net, Java)
- Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
- Valuable understanding of Azure technologies, relevant for concerned solution like:
- Native SAAS or containerized applications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins
- Strong capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
- Deployment and troubleshooting issues related to deployment
- Troubleshooting, fixing and preventing application availability issues
- Building and implementing monitoring
- Automations (Python, Cycle, RPA etc.)
- Strong capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPI-based proactive performance review-
- Behavioral:
- Exhibits service mindset by consistently displaying customer centricity and ownership
- Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
- Pro-actively identifies learning opportunities and career path
- displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.
- Value Addition and Continuous Improvement
- Consistent Top Contributor to Knowledge Centered Support (KCS) by:
- Familiar/Licensed with KCS methodology. Create high quality articles independently and mentor others increase usage/creation
- leveraging existing articles to provide faster resolution to solution issues
- Coaching other team members
- Executes on operational improvements (ex: automation, process changes etc.)
- Improves process to enable continuous improvement.
- Leverage lean methodology or automation to improve operational efficiency
- Implementing new methodologies to increase process efficiencies and ROI
- Encourages and collaborates with the team to ideate and implement continuous improvement opportunities

Our Values

If 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 Values

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/App Support, SQL, PLSQL, Unix Shell Scripting, Control-M (Coimbatore)
🏢 Blue Yonder
📍 Coimbatore