Sr Support Engineer 1 - Monterrey, México - Blue Yonder

Blue Yonder

Empresa verificada

Monterrey, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

This position is required to:

Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents
Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling increase in customer consumption and adoption of the service

- consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
- builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
- champion KCS and process improvements through lean methodology / automation

Train/mentor team members to improve technofunctional capability of the team

a) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation

Delivers excellent customer experience by resolving customer issues mostly of high complexity.
Owns customer solution for Tier 1/2 customers.
Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased golives.
Positively collaborates with TAM and supports consumption/adoption improvement plans
Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying endtoend ownership, engagement and proactiveness
Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased golives.
Ensures adherence to SLA/SLO, quality standards and practices
Champions high quality of service/operations and continuous improvement within the team
Implements monitoring and diagnostics practices and procedures
Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents
Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration

Communicates (verbal and written) effectively with customers and BY stakeholders, proactively guides team members to communicate and influence customer positively
Collaborates relentlessly, passionately and respectfully with various BY teams and partners, provides guidance on collaboration challenges
Leads by example demonstrating professionalism, empathy and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live BY values
Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration

Technical:

i. Demonstrates high technical expertise as required to support concerned solution, for e.g.,

Code debugging
Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)

ii.

Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc:

- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

Product and Domain:

i. Develops good knowledge of product features and functionalities

ii. Possesses moderate knowledge of relevant industry domain and business processes of the customers

iii. Demonstrates moderate capability to have interactions related to business process impact and work-arounds with customers during issue resolution

iv. Understands SAAS consumption, adoption and business value KPIs related to respective solution

Solution Architecture:

Possesses appropriate combination of one or more following skills, as required for concerned solution.

i. Good 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.)

ii. Good skills on architecture framework, tools and technologies relevant for concerned solution, for e.g.,

Webservers (ex: IIS, Tomcat)
Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
Architecture framework (ex: ASP.Net, Java)

iii.

Good understanding of Azure technologies, relevant for concerned solution like: