Job Description

What we are looking for:Bachelor's degree and 8 to 10 years of experience in Supply Chain Product Support, knowledge in BY Planning product will be added advantage Requires a bachelor's degree and 6-8 years of experience in Supply Chain and preferred Master degree in SCM ( MS , MBA, Mtech etc) Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required Builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc Basic understanding of Customer business and processes Candidates have relevant experience on BY SCPO and Manufacturing Planning suite of products Intermediate in MS Excel Good Knowledge of PL/SQL Good to Have Next Gen Skills: + Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java)
+ Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure)


This position is required to:provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the service passionately collaborates and engages within and beyond his/her team with empathy builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc. consistently 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) Excellent customer experience and solution support to BY Customers with innovative approachDelivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity. Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness. Actively engages in application health monitoring using M&D tools Attends case quality training and ensures adherence to SLA/SLO and quality practices Identifies and implements opportunities for early detection and resolution of incidents Proactively 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 CollaborationCommunicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication Collaborates relentlessly, passionately and respectfully with various BY teams and partners Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity. Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)

c) Competency development and demonstrationTechnical: + Demonstrates moderate expertise as required to support concerned solution, for e.g.,
+ DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
+ Code debugging in relevant programming languages
+ Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
+ Troubleshooting Mobile application issues
+ Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
+ to monitor application health and investigate application issues.
+ to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

Product and Domain: + Develops moderate knowledge of product features and functionalities
+ Possesses basic knowledge of relevant industry domain and business processes of the customers
+ Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution
+ Understands SAAS consumption, adoption and business value KPIs related to respective solution

Behavioral: Exhibits service mindset by consistently displaying customer centricity and ownership Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development Pro-actively identifies learning opportunities and career path
Value Addition and Continuous Improvement Consistent Top Contributor to Knowledge Centered Support (KCS) by: creating high quality articles independently and help others increase usage/creation leveraging existing articles to provide faster resolution to solution issues Identifies opportunities for operational improvements (ex: automation, process improvements etc.) Improves process to enable continuous improvement. Make manual procedures lean or automate them to improve operational efficiency Implementing new methodologies to increase process efficiencies and ROI

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.