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Location

Bangalore | India

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Job description

- provide excellent customer experience and solution support to BY customers with ownership
- passionately collaborates and engages within and beyond his/her team with empathy
- builds and demonstrates basic competency in Azure relevant tools and technologies, product and domain, solution architecture etc.
- consitently 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) Seamless Application Support to BY Customers
- Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.
- Displays end-to-end ownership.
- Resolves internal alert cases generated by BY internal tools
- Actively engages in application health monitoring using MD tools
- Attends case quality training and ensures adherence to SLA/SLO and quality practices
- Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
- Proacively 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 Collaboration

- Communicates (verbal and written) effectively with the customers
- Collaborates relentlessly, passionately and respectfully with various BY teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.

c) Competency development and demonstration

- Technical:

1. Demonstrates basic technical 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

2. Demonstrates basic 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:

i. Attends product boot-camp and learns standard product features to resolve non-complex issues
ii. Acquires basic domain knowledge to understand the business processes of the customers

- Solution Architecture:
Possesses combination of one or more following skills, as required for concerned solution.

1. Basic understanding of solution architecture relevant for 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.)

2. Basic skills on architecture framework, tools and technologies relevant for concerned 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.)

3. Basic understanding of Azure concepts relevant for concerned solution, for e.g.,

- Native SAAS or containerized applications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins

4. Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g.,

- Application deployment and troubleshooting issues related to deployment
- Troubleshooting and fixing application availability issues
- Application health monitoring
- Developing automations (Python, Cycle, RPA etc.)

5. Basic capability in application performance engineering skills as required for concerned solution, for e.g.,
- DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Executes prescribed KPI-based proactive performance review

- Behavioral:

i. Develops service mindset constantly displays customer-centricity and ownership
ii. Seeks regular perfomance feedback and works on self-development
iii. Pro-actively identifies learning opportunities

d) Value Addition

- Contributes to Knowledge Centered Support (KCS) by:

i. creating quality articles with minimal guidance from leads or mentors
ii. leveraging existing articles to provide faster resolution to solution issues

- Identifies opportunities for operational improvements (ex: automation, process changes etc.)

i. identifies opportunities pro-actively and discusses with leads or mentors
ii. Collaborates with team members to implement and operationalize

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Job tags

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Salary