Sr Technical Consultant - Cloud

Scope:

Core Responsibilities include -

• Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
• Own Tier 2 support as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service
• Passionately collaborate and engage within and beyond his/her team with empathy
• Build and demonstrate moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
• Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork
• Add value by developing knowledge article as well as working on operational improvements

Our current technical environment:

• 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

What you’ll do:

• Deliver excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
• Own Tier 2 customer Support. Consistently achieve high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
• Actively engage in application health monitoring using M&D tools
• Attend case quality training and ensure adherence to SLA/SLO and quality practices
• Identify and implement opportunities for early detection and resolution of incidents
• Proactively seeks guidance, strives and commits to improve service quality
• Work in shifts and provide OOH support to facilitate 24x7 customer support
• Communicate (verbal and written) effectively with the customers. Support junior team members in achieving effective   
• Collaborate relentlessly, passionately and respectfully with various BY teams and partners
• Lead by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.
• Balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

What we are looking for: 

• Moderate knowledge of product features and functionalities (Warehouse tasking, Warehouse robotics, Warehouse execution system, warehouse management system, Yard Management and retail domain knowledge)
• Capability to have interactions related to business process impact and workarounds with customers during issue resolution
• Understanding of SAAS consumption, adoption and business value KPIs related to respective solution
• Possesses appropriate combination of one or more following skills, as required for concerned solution.

• Decent 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.)

• Experience working with tools to analyse server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
• Decent understanding of Azure technologies relevant for concerned solution, for e.g.,
  • Native SAAS or containerized applications, Kubernetes
  • Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
  • Azure automations and CI CD pipeline - GitHub, Jenkins
• Moderate capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
  • Deployment and troubleshooting issues related to deployment
  • Troubleshooting, fixing and preventing application availability issues
  • Application health monitoring.
  • Developing automations (Python, Cycle, RPA etc.)
• Moderate capability in Application Performance Engineering skills as required for concerned solution, for e.g.,

    - DB health analysis (statistics, fragmentation, query execution plan, indexes)

    - Executes prescribed KPI-based proactive performance review

• Behavioural:

• Exhibits service mindset by consistently displaying customer centricity and ownership
• Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
• Pro-actively identifies learning opportunities and career path

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.