Scope:

<ul>
<li>Customer Solution Ownership: Achieve high customer satisfaction and positively impact NPS scores through end-to-end ownership, engagement, and proactive support.</li>
</ul>

<ul>
<li>Global Team: Collaborate with 120+ global associates across the US, Mexico, India, Australia, and the UK, with rapid growth expected.</li>
</ul>

Our Current Technical Environment:

<ul>
<li>Software: BY Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL, Java, GIT, Rest API, OAuth</li>
</ul>

<ul>
<li>Cloud Architecture: MS Azure (ARM templates, AKS, Application gateway, Virtue Networks, Event Hub, Azure AD)</li>
</ul>

<ul>
<li>Application Architecture: Scalable, resilient, event-driven, secure multi-tenant microservices architecture</li>
</ul>

<ul>
<li>Frameworks/Others: Kubernetes, Kafka, Elasticsearch, Spark, NoSQL, RDBMS, Springboot, Gradle GIT, Ignite</li>
</ul>

What You’ll Do:

<ul>
<li>Support Engagements: Work with global technical and functional teams to support various customer engagements.</li>
</ul>

<ul>
<li>Customer Interaction: Understand customer requests, support designed products/solutions to meet business requirements, and ensure high customer satisfaction.</li>
</ul>

<ul>
<li>Issue Resolution: Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.</li>
</ul>

<ul>
<li>Environment Management: Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.</li>
</ul>

<ul>
<li>Customer Satisfaction: Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.</li>
</ul>

<ul>
<li>Stakeholder Interaction: Interact with internal and external stakeholders and report to management.</li>
</ul>

<ul>
<li>Process Improvement: Identify areas for improvement and automation in routine tasks.</li>
</ul>

<ul>
<li>Continuous Learning: Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.</li>
</ul>

<ul>
<li>Architecture Simplification: Drive simpler, more robust, and efficient architecture and designs.</li>
</ul>

<ul>
<li>Product Representation: Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.</li>
</ul>

Detailed Responsibilities:

<ul>
<li>Customer Issue Resolution: Understand customer-raised issues, especially in Cloud/SaaS environments, and take appropriate actions to resolve them.</li>
</ul>

<ul>
<li>Code Review: Review product source code or design documents as necessary.</li>
</ul>

<ul>
<li>Case Management: Own and resolve all cases for global customers, adhering to defined SLAs.</li>
</ul>

<ul>
<li>Knowledge Sharing: Document learnings and create knowledge articles for repeated cases.</li>
</ul>

<ul>
<li>Environment Replication: Replicate and maintain customer environments.</li>
</ul>

<ul>
<li>Solution Knowledge: Maintain knowledge of customer solutions and customizations.</li>
</ul>

<ul>
<li>Urgency in Interaction: Demonstrate a sense of urgency and swiftness in all customer interactions.</li>
</ul>

<ul>
<li>Techno-Functional Point of Contact: Act as the techno-functional POC for all cases, ensuring timely triage and assignment.</li>
</ul>

<ul>
<li>Global Collaboration: Utilize instant messenger and other tools to collaborate globally.</li>
</ul>

<ul>
<li>Shift Work: Work in rotational shifts and be flexible with timings.</li>
</ul>

<ul>
<li>Goal Achievement: Meet organizational and team-level goals.</li>
</ul>

<ul>
<li>Customer Satisfaction: Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.</li>
</ul>

<ul>
<li>Process Automation: Identify areas for improvement and scope for automation in routine tasks or activities.</li>
</ul>

<ul>
<li>Team Player: Help in meeting team-level goals and be a team player.</li>
</ul>

What We Are Looking For:

<ul>
<li>Educational Background: Bachelor’s degree (STEM preferred) with a minimum of 5 to 7 years of experience.</li>
</ul>

<ul>
<li>Team Experience: Experience in working as a team.</li>
</ul>

<ul>
<li>Skills: Good communication and strong analytical skills.</li>
</ul>

<ul>
<li>Technical Proficiency: Experience in working with SQL/Oracle DB complex queries.</li>
</ul>

<ul>
<li>Domain Knowledge: Fair understanding of the Supply Chain domain.</li>
</ul>

<ul>
<li>Support Engineering Experience: Experience in support engineering roles.</li>
</ul>

<ul>
<li>Techno-Functional Expertise: Possess strong techno-functional expertise.</li>
</ul>

<ul>
<li>Tech Savviness: Ability to adapt to any technology quickly.</li>
</ul>

<ul>
<li>Critical Issue Support: Provide technical and solution support during critical/major issues.</li>
</ul>

<ul>
<li>Tool Experience: Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.</li>
</ul>

<ul>
<li>Shift Flexibility: Flexible to work in shift timings:</li>
</ul>

Warehouse Management in Bengaluru (UID-9793)

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Job Description for Warehouse Management

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