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Support Engineer 1 (Cloud Applications /SaaS)
View: 101
Update day: 29-04-2024
Location: Hyderabad / Secunderabad Telangana
Category: Architecture / Interior Design High Technology
Industry:
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Job content
This position is required to:
- provide excellent customer experience and solution support to BY customers with ownership
- passionately collaborates and engages within and beyond his/her team with empathy
- builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc.
- consitently demonstrates customer centricity and relentless attitude to innovate through team work
- add value by developing knowledge article as well as working on operational improvements
a) Seamless Application Support to BY Customers
b) Communication and Collaboration
- Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.
- Displays end-to-end ownership.
- Resolves internal alert cases generated by BY internal tools
- Actively engages in application health monitoring using M&D tools
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
- Proacively seeks guidance, strives and commits to improve service 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 BY teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.
c) Competency development and demonstration
- Technical:
- DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
- to monitor application health and investigate application issues.
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
- Product and Domain:
ii. Acquires basic domain knowledge to understand the business processes of the customers
- Solution Architecture:
1. Basic 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.)
- Webservers (ex: IIS, Tomcat)
- Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
- Architecture framework (ex: ASP.Net, Java)
- Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
- Native SAAS or containerized applications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
- Application deployment and troubleshooting issues related to deployment
- Troubleshooting and fixing application availability issues
- Application health monitoring
- Developing automations (Python, Cycle, RPA etc.)
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPI-based proactive performance review
- Behavioral:
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:
ii. leveraging existing articles to provide faster resolution to solution issues
- Identifies opportunities for operational improvements (ex: automation, process changes etc.)
ii. Collaborates with team members 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
Diversity, Inclusion, Value & Equality (DIVE)
is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder’s inaugural Diversity Report
which outlines our commitment to change, and our video
celebrating the differences in all of us in the words of some of our associates from around the world.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.
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Deadline: 13-06-2024
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