Sr. Support Engineer (Pune Division)

What Youll Do - Provide excellent customer experience and solution support to Blue Yonder customers with end-to-end ownership, proactive and cutting-edge approach - 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. - Own Tier 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service - Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives. - act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD. - consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team - build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc. - Excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation - Delivers excellent customer experience by i driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues. ii provides direction and inputs for Root Cause analysis and proposes prevention ideas. iii guides/assists team members to resolve medium complexity issues. - Owns customer solution for Tier 1 customers. i Positively collaborates with TAM and supports consumption/adoption improvement plans ii Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness - Early engagement in tier 1 customers implementation projects to gain good understanding .