Scope:
Deliver flawless application onboarding service to Blue Yonder customers by ensuring quality in implementation support.
- Drive, as a lead SME for Blue Yonder Customer delivering their TMS Environments and providing the 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 enhances 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 trainings and supporting in improving capability and delivery quality of the team.
Our current technical environment:
i. Demonstrates strong 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.
- Platform support engineering (ex: API,sFTP/FTP and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
- Understanding deployment of Servers and application in Azure.
ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- to monitor application health and to investigate application issues.
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues.
What you’ll do:
- Delivers excellent customer experience by
- Ensuring the Customer Onboarding experience on SaaS platform enhances significantly.
- Customers are able to migrate in a defined period
- Customers see smooth handover to Steady State Team
- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness
- 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 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 Blue Yonder and customer stakeholders.
- Owns solution for customers.
- Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value
- to gain very good understanding of customer business process, solution, and architecture
What we are looking for:
- Bachelor’s degree (STEM preferred) and minimum 6 to 8 years of experience in Production Support/Application Deployment Role including Validation services
- Experience of Installation of ERP products is preferred
- Strong Experience of Installation of Application on Azure, on IIS/Tomcat/Weblogic is preferred.
- Strong Experience in Setting up and validating integrations through API( Rest and SOAP) and sFTP is preferred.
- Understanding of How SSO Setup works is a Positive.
- Blue Yonder TMS Installation Experience is a plus.
- Supply Chain domain experience
- Transportation/Logistics Knowledge Preferable
- Possess Strong Techno-Functional Expertise
- Tech Savvy able to adapt to any technology faster
- Provide technical and solution leadership during Critical/Major issues.
- ITIL 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
-Behavioral:
- Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
- Demonstrates enhanced Customer communication & situation management skills.
- Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
- Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
- Global representatives for key initiatives and projects
- Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
- Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
- Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path.
- Ability to lead or Guide a small team to achieve customer/business objectives.
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.
