Scope:
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Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach
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Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
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Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
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Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
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Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
Our current technical environment:
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Webservers IIS, Tomcat
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Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)
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Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python
What you’ll do:
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Be part of Solution transition to Support
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Work with Product Development in order to resolve customer adoption and consumption issues.
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Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state.
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Understanding of Database structures. Understanding of various functional platforms and infrastructures.
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Understands BY’s product suite to convey relationships and touchpoints to the customer.
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Responsible for the quality service, including communication, resolutions, and case content.
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Maintain customer satisfaction - level of service, monitor SLA compliance
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Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
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Manages the day-to-day team activities to ensuring adherence of operational guidelines.
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Adherence to department and company operational guidelines, meet organization and personal goals.
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Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
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Expertly utilizes support tools (ServiceNow JIRA.) to expedite case resolution
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Provides functional and/or technical support during a customer’s product implementation and "go-live" periods.
- Understands business features and functionality to be provided by the product.
- Works in a cross-functional capacity to support quality design, development and testing.
- Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team
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Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately
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Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.
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Plans and co-ordinates routine activities and also does contingency planning.
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Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives
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Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity
What we are looking for:
- Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
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3-6 years of corporate experience in customer facing roles as a consultant in BY Workforce Management or similar products
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Functional Expertise in WFM modules like forecasting, labor demand, auto scheduling, Time & Attendance and Pay Rules
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Ability to resolve complex problems with minimal guidance.
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Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
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Good communication skills
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Experience in IT support
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Collaboration across different regions/teams
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Zeal for continuous improvement/Innovation
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Align to the values, priorities, and culture of the organization
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OOPS / Object oriented programming concepts
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SQL Server / MS SQL scripting
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PowerShell Scripting
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Good knowledge on relational database concepts
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Fundamentals of Object-Oriented Programming
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ITIL certification
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.
