Overview: • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work” • Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain. Scope: Deliver flawless application support to BY customers by resolving complex solution issues • Drive, as a lead SME, 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 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 trainings and supporting in improving capability and delivery quality of the team. • Adopt AI into day-to-day operations 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. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues 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 Work Schedule: Rotational Shifts • This role involves rotational shifts, including night shifts, to provide 24/7 application support. • Flexibility to work weekends and public holidays as per shift schedule. • Ability to handle responsibilities independently during off-hours. 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 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 inputs during project phases to improve scalability, reliability, operability, and profitability of solution - to gain very good understanding of customer business process, 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 8 to 10 years of experience in Customer Support or Product Support • Strong Supply Chain domain experience • Warehouse Management System Knowledge Preferable • Possess Strong Techno-Functional Expertise • Tech Savvy able to adapt to any technology faster • Experience of managing ERP products is preferred • 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 • Experience with varied tools such as AppD & Splunk • Experience handling a team is a plus -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.
