About Job

CTC Undisclosed Job Location Canada Experience 0 - 3 yrs

Description

This position is required to:

- Provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach

- Deliver high quality of service/operations and continuous improvement through outflow and recurrence prevention of incidents

- Own Tier 1/2 solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the service

- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team

- Builds and demonstrates high competency in product and domain, Azure & relevant tools and technologies, solution architecture, etc.

- Champion KCS and process improvements through lean methodology/automation

- Train/mentor team members to improve the techno-functional capability of the team

- Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation

- Delivers excellent customer experience by resolving customer issues mostly of high complexity.

- Owns customer solutions for Tier 1/2 customers.

- Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.

- Positively collaborates with TAM and supports consumption/adoption improvement plans

- Consistently achieves high customer satisfaction and makes a positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness

- Early engagement in Tier 1/2 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.

- Ensures adherence to SLA/SLO, quality standards, and practices

- Champions high quality of service/operations and continuous improvement within the team

- Implements monitoring and diagnostics practices and procedures

- Continuously improves solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents

- Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration

- Communicates (verbal and written) effectively with customers and BY stakeholders, pro-actively guides team members to communicate and influence customer positively

- Collaborates relentlessly, passionately, and respectfully with various BY teams and partners, provides guidance on collaboration challenges

- Leads by example demonstrating professionalism, empathy, and assertiveness in internal and external conversations. Understands cultural differences and diversity and help others live BY values

- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstration

Technical Qualifications:

i. Demonstrates high technical expertise as required to support concerning the 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

ii. Demonstrates high expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, etc.:

- to monitor solution health and investigate application issues.

- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

- Product and Domain:

i. Develops good knowledge of product features and functionalities

ii. Possesses moderate knowledge of relevant industry domain and business processes of the customers

iii. Demonstrates moderate capability to have interactions related to business process impact and workarounds with customers during issue resolution

iv. Understands SAAS consumption, adoption, and business value KPIs related to respective solution

- Solution Architecture:

Possesses appropriate combination of one or more following skills, as required for concerning solution.

i. Good understanding of solution architecture relevant for a 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.)

ii. Good skills on architecture framework, tools, and technologies relevant for a concerning solution, for e.g.,

- 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.)

iii. Good understanding of Azure technologies, relevant for a concerned solution like:

- Native SAAS or containerized applications, Kubernetes

- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)

- Azure Automation and CI-CD pipeline - GitHub, Jenkins

iv. Strong capability in cloud operational activities as per the requirements of the concerned solution, e.g.,

- Deployment and troubleshooting issues related to deployment

- Troubleshooting, fixing, and preventing application availability issues

- Building and implementing monitoring

- Automation (Python, Cycle, RPA, etc.)

v. Strong capability in Application Performance Engineering skills as required for concerning solution, for e.g.,

- DB health analysis (statistics, fragmentation, query execution plan, indexes)

- Executes prescribed KPI-based proactive performance review-

- Behavioral:

i. Exhibits service mindset by consistently displaying customer-centricity and ownership

ii. Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

iii. Pro-actively identifies learning opportunities and career path

iv. displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status quo, helping team and department making progress towards strategic priorities.

d) Value Addition and Continuous Improvement

- Consistent Top Contributor to Knowledge-Centered Support (KCS) by:

i. Familiar/Licensed with KCS methodology. Create high-quality articles independently and mentor others to increase usage/creation

ii. leveraging existing articles to provide faster resolution to solution issues

iii. Coaching other team members

- Executes on operational improvements (ex: automation, process changes, etc.)

i. Improves process to enable continuous improvement.

ii. Leverage lean methodology or automation to improve operational efficiency

iii. Implementing new methodologies to increase process efficiencies and ROI

iv. Encourages and collaborates with the team to ideate and implement continuous improvement opportunities