Sr Support Engineer 1 - Azure/Aws, SQL, Application Support, Unix Shell Scripting, ITIL, L1/L2

Scope:

• Deliver flawless application onboarding service to BY customers by ensuring quality in implementation support.
• Drive, as a lead SME for BY Customer delivering their WMS Environments and providing 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 enhance 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 training and supporting in improving capability and delivery quality of the team.
• Adopt AI into day-to-day operations

What will you 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 input during project phases to improve scalability, reliability, operability, and profitability of solutions
• To gain very good understanding of customer business processes, 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 6 to 8 years of experience in Customer Support or Product Support.
• Immediate Joiner Preferred
• Customer facing experience a must
• Strong hand-on experience in Application Support, SQL DB, Cloud Technologies, Unix/Linux, Scripting, App/DB Migration activities
• WMS Implementation and Installation Knowledge
• Strong Supply Chain domain experience
• Warehouse Management System 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, Azure 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