This position is required to:
- provide excellent customer experience and solution support to Blue Yonder customers
- passionately collaborates and engages within and beyond his/her team with empathy
- build core competency with the tools and technologies, product and domain, solution architecture etc.
- consitently demonstrates customer centricity and relentless attitude to innovate through team work

a) Seamless Application Support to Blue Yonder Customers
    - Resolves customer cases mostly with low/medium severity; occasionally high/critcal. Displays end-to-end ownership.
    - Resolves internal proactive monitoring cases generated by Blue Yonder internal tools
    - Attends case quality training and ensures adherence to SLA/SLO and quality practices
    - Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
    - Work is frequently supervised by the leads or mentors. Constantly seeks guidance to improve the 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 Blue Yonder teams and partners
    - Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.s.

c) Building Competency
    - Technical
      i. Builds basic skills on the following and not limited to: 
           - DBMS (ex: SQL, Oracle) ; ability to write database queries, procedures for application support.
           - Code debugging
           - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
           - Troubleshooting Mobile application issues
      ii. Builds basic skills on contemporary SaaS technical toolsets like AppDynamics, Splunk etc.

    - 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:
      i. Builds basic understanding of different Cloud models - private, public, hybrid
      ii. Builds basic understanding of solution architecture and application deployment framework
      iii. Builds basic understanding of Azure concepts like:
          - Native SAAS or containerized applications, Kubernetes
          - Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
          - Azure automations and CI CD pipeline - GitHub, Jenkins
      iv. Actively engages in application health monitoring using M&D tools
      v. Pro-actively identifies application availability issues and resolves them using defined resolution methods        

    - 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 others to implement and operationalize

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

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.