Senior 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 **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](https://blueyonder.com/about/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.