Application Support - Wfm Job in Spectrum Consultants India Pvt Ltd
Application Support - Wfm
Spectrum Consultants India Pvt Ltd
4+ weeks ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Contract
Job Summary
Overview:
Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.
Scope:
Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- 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 Support Engineer 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.
Our current technical environment:
Webservers IIS, Tomcat
Platform support engineering: API and Application Support
Frameworks/Others: SQL, RDBMS
What you ll do:
Be part of Solution team.
Work with Product Development (PD) in order to resolve customer adoption and consumption issues
Understanding of Database structures. Understanding of various functional platforms and infrastructures.
Responsible for the quality service, including communication, resolutions, and case content.
Maintain customer satisfaction - level of service, monitor SLA compliance
Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
Adherence to department and company operational guidelines, meet organization and personal goals.
Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
Expertly utilizes support tools (Zoom, JIRA, Salesforce.) to expedite case resolution
Provides functional and/or technical support during a customer s product implementation and "go-live" periods.
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
Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.
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.
2-6 years of corporate experience in customer facing roles as a senior consultant in BY Workforce Management or similar products
Ability to resolve complex problems with minimal guidance.
Good communication skills
Experience in IT support
Collaboration across different regions/teams
Zeal for continuous improvement/Innovation
Align to the values, priorities, and culture of the organization
OOPS / Object oriented programming concepts
SQL Server / MS SQL scripting
PowerShell Scripting
Good knowledge on relational database concepts
Operational Knowledge on AppDynamics\Splunk
Hands-on on Azure application support/deployment
Knowledge of Retail/Supply chain concepts
ITIL certification
Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.
Scope:
Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- 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 Support Engineer 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.
Our current technical environment:
Webservers IIS, Tomcat
Platform support engineering: API and Application Support
Frameworks/Others: SQL, RDBMS
What you ll do:
Be part of Solution team.
Work with Product Development (PD) in order to resolve customer adoption and consumption issues
Understanding of Database structures. Understanding of various functional platforms and infrastructures.
Responsible for the quality service, including communication, resolutions, and case content.
Maintain customer satisfaction - level of service, monitor SLA compliance
Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
Adherence to department and company operational guidelines, meet organization and personal goals.
Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
Expertly utilizes support tools (Zoom, JIRA, Salesforce.) to expedite case resolution
Provides functional and/or technical support during a customer s product implementation and "go-live" periods.
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
Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.
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.
2-6 years of corporate experience in customer facing roles as a senior consultant in BY Workforce Management or similar products
Ability to resolve complex problems with minimal guidance.
Good communication skills
Experience in IT support
Collaboration across different regions/teams
Zeal for continuous improvement/Innovation
Align to the values, priorities, and culture of the organization
OOPS / Object oriented programming concepts
SQL Server / MS SQL scripting
PowerShell Scripting
Good knowledge on relational database concepts
Operational Knowledge on AppDynamics\Splunk
Hands-on on Azure application support/deployment
Knowledge of Retail/Supply chain concepts
ITIL certification
Experience Required :
2 to 6 Years
Vacancy :
2 - 4 Hires
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