Job
Description
You will be responsible for delivering flawless application support to BY customers by resolving complex solution issues and driving the resolution of escalated and complex solution issues as a lead SME. Collaborating with multiple BY and customer stakeholders, you will implement Advanced Quality Prevention plans to enhance solution and service reliability. Deepening your competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain will be essential for owning customer solutions and improving solution stability and service quality, ultimately increasing customer satisfaction, consumption, and adoption of the service. Engaging early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives is a key aspect of your role, ensuring seamless delivery continuum into Operate through phased go-lives. As a Senior solution SME, you will provide mentorship to Support Engineers, deliver product/technical training, and support in improving the capability and delivery quality of the team. Adopting AI into day-to-day operations will also be part of your responsibilities. Your technical environment will involve demonstrating strong technical expertise in areas such as DBMS (e.g., SQL, Oracle) for application support, code debugging, platform support engineering (e.g., API and/or Mulesoft integration troubleshooting), and troubleshooting mobile application issues. Additionally, showcasing expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc., to monitor application health and investigate application issues will be crucial. The work schedule for this role will include rotational shifts, including night shifts, to provide 24/7 application support. Flexibility to work weekends and public holidays as per the shift schedule and the ability to handle responsibilities independently during off-hours will be required. In this role, you will deliver excellent customer experience by driving the resolution of customer issues of high complexity and criticality, providing direction and inputs for Root Cause analysis, and proposing prevention ideas. Proactively implementing Advanced Quality Prevention quality plans, guiding the team to plan and implement early detection and resolution, and driving resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders are key responsibilities. You will also monitor and correct solution performance, stability, and sizing during customer roll-out phases, engage early in customer implementation projects, and act as a Senior Subject Matter Expert providing mentorship to Support Engineers. The ideal candidate will have a Bachelor's degree (STEM preferred) and a minimum of 8 to 10 years of experience in Customer Support or Product Support, with strong Supply Chain domain experience and Warehouse Management System knowledge preferable. Possessing strong Techno-Functional Expertise, being Tech Savvy and able to adapt to any technology faster, and having experience of managing ERP products will be advantageous. ITIL Certification, demonstrable experience in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution, Cloud Scalability, performance, and High availability, as well as experience with API management platforms and varied tools such as AppD and Splunk, are desired qualifications. Experience handling a team is a plus. If you resonate with the company's values and are driven by success and customer satisfaction, this role might be the right fit for you.,
