Support Lead – Support (WMS)

Job Opportunity: Application Support Specialist

Deliver flawless application support to BY customers by resolving complex solution issues. Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. 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 enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service. 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. Act as a Senior Solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team. Adopt AI into day-to-day operations.

Our current technical environment:

• Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues
• Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

Work Schedule: Rotational Shifts

• This role involves rotational shifts, including night shifts, to provide 24/7 application support.
• Flexibility to work weekends and public holidays as per shift schedule.
• Ability to handle responsibilities independently during off-hours.

What you'll 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 inputs during project phases to improve scalability, reliability, operability, and profitability of solution - to gain very good understanding of customer business process, 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 9 years of experience in Customer Support or Product Support
• Strong Supply Chain domain experience
• Warehouse Management System Knowledge Preferable
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster
• Experience of managing ERP products is preferred
• Provide technical and solution leadership during Critical/Major issues.
• ITIL 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
• Behavioral:
• Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
• Demonstrates enhanced Customer communication & situation management skills.
• Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
• Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
• Global representatives for key initiatives and projects
• Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
• Proactively seeks 360-degree performance feedback.
• Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
• Consistently keeps himself/herself up to date with learning opportunities to self-develop his/her career path.
• Ability to lead or Guide a small team to achieve customer/business objectives.

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.