- provide excellent customer experience and solution support to BY customers with ownership
- passionately collaborates and engages within and beyond his/her team with empathy
- builds and demonstrates basic competency in Azure relevant tools and technologies, product and domain, solution architecture etc
- consitently demonstrates customer centricity and relentless attitude to innovate through teamwork
- add value by developing knowledge article as well as working on operational improvements
a) Seamless Application Support to BY Customers
- Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.
-Displays end-to-end ownership.
- Resolves internal alert cases generated by BY internal tools
- Actively engages in application health monitoring using MD tools
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
- Proacively seeks guidance, strives and commits to improve service quality.
- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support b) Communication and Collaboration
- Communicates (verbal and written) effectively with the customers
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.
c) Competency development and demonstration
- Technical:
1. Demonstrates basic technical expertise as required to support concerned solution, for eg,
- DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc
- Code debugging in relevant programming languages
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
2. Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc:
- to monitor application health and investigate application issues.
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:
i. Attends product boot-camp and learns standard product features to resolve non-complex issues
ii. Acquires basic domain knowledge to understand the business processes of the customers - Solution Architecture:
Possesses combination of one or more following skills, as required for concerned solution.
1. Basic understanding of solution architecture relevant for concerned solution, for eg,
- 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)
2. Basic skills on architecture framework, tools and technologies relevant for concerned solution, for eg,
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc)
- Architecture framework (ex: ASPdot net, Java)
- Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc)
3. Basic understanding of Azure concepts relevant for concerned solution, for eg,
- Native SAAS or containerized applications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins
4. Basic capability in cloud operational activities as per the requirements of concerned solution, for eg,
- Application deployment and troubleshooting issues related to deployment
- Troubleshooting and fixing application availability issues
- Application health monitoring
- Developing automations (Python, Cycle, RPA etc)
5. Basic capability in application performance engineering skills as required for concerned solution, for eg,
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPI-based proactive performance review - Behavioral:
i. Develops service mindset ~ constantly displays customer-centricity and ownership
ii. Seeks regular perfomance feedback and works on self-development
iii. Pro-actively identifies learning opportunities
d) Value Addition
- Contributes to Knowledge Centered Support (KCS) by:
i. creating quality articles with minimal guidance from leads or mentors
ii. leveraging existing articles to provide faster resolution to solution issues - Identifies opportunities for operational improvements (ex: automation, process changes etc)
i. identifies opportunities pro-actively and discusses with leads or mentors
ii. Collaborates with team members to implement and operationalize
Keyskills: Automation Tomcat Application support IIS Debugging Customer support DBMS Troubleshooting Middleware Python
Blue Yonder (formerly JDA Software, Inc.) provides seamless, frictionfree commerce please go to our updated company page as this page will no longer be active forthcoming.