Sr Support Engineer 1

hace 6 meses

Monterrey, México Blue Yonder A tiempo completo

This position is required to:

- Provide excellent customer experience and solution support to BY 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

a) Excellent customer experience and solution support to BY 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 BY stakeholders, pro-actively guides team members to communicate and influence customer positively
- Collaborates relentlessly, passionately and respectfully with various BY 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 BY values
- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration
- Technical:
i. Demonstrates high technical expertise as required to support concerned solution, for e.g.,
- Code debugging
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

ii. Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:

- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:
i. Develops good knowledge of product features and functionalities

ii. Possesses moderate knowledge of relevant industry domain and business processes of the customers

iii. Demonstrates moderate capability to have interactions related to business process impact and work-arounds with customers during issue resolution

iv. 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.

i. 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.)

ii. 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)

iii. Good understanding of Azure technologies, relevant for concerned solution like:

- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins

iv. Strong capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
- Deployment and troubleshooting issues related to deployment
- Building and implementing monitoring
- Automations (Python, Cycle, RPA etc.)

v. Strong capability in Application Performance Engineering skills as required for concerned solution, for e.g.,
- DB healt

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