Associate Technical Consultant

a) Seamless Application Support to Blue Yonder Customers

• Resolve customer cases, primarily low/medium severity, with occasional high/critical cases, demonstrating end-to-end ownership.
• Address internal proactive monitoring cases generated by Blue Yonder internal tools.
• Attend case quality training, ensuring adherence to SLA/SLO and quality practices.
• Achieve customer satisfaction through ownership, engagement, and proactiveness.
• Work under supervision from leads or mentors, constantly seeking guidance for quality improvement.
• Expected to work in shifts and provide out-of-hours support for 24x7 customer support.

b) Communication and Collaboration

• Communicate effectively (verbal and written) with customers.
• Collaborate passionately and respectfully with various Blue Yonder teams and partners.
• Display professionalism and empathy during internal and external conversations, appreciating cultural differences.

c) Building Competency

• Technical:

  • Develop basic skills in DBMS (e.g., SQL, Oracle) to write database queries and procedures for application support.
  • Gain experience in code debugging and platform support engineering (e.g., API and/or Mulesoft integration troubleshooting).
  • Troubleshoot mobile application issues.
  • Build basic skills in contemporary SaaS technical toolsets like AppDynamics and Splunk.

• Product and Domain:

  • Attend product boot camps to learn standard product features for resolving non-complex issues.
  • Acquire basic domain knowledge to understand customer business processes.

• Solution Architecture:

  • Understand different cloud models (private, public, hybrid).
  • Learn about solution architecture and application deployment frameworks.
  • Familiarize with Azure concepts including:
    • Native SaaS or containerized applications, Kubernetes
    • Azure deployment models (e.g., serverless/PAAS, scale set, ASR)
    • Azure automations and CI/CD pipelines (GitHub, Jenkins)
  • Engage in application health monitoring using M&D tools.
  • Proactively identify and resolve application availability issues using defined resolution methods.

• Behavioral:

  • Develop a service mindset, consistently displaying customer-centricity and ownership.
  • Seek regular performance feedback and focus on self-development.
  • Proactively identify learning opportunities.

d) Value Addition

• Contribute to Knowledge Centered Support (KCS) by:

  • Creating quality articles with minimal guidance from leads or mentors.
  • Leveraging existing articles to provide faster resolutions to solution issues.

• Identify opportunities for operational improvements (e.g., automation, process changes).

  • Proactively discuss identified opportunities with leads or mentors.
    • Collaborate with others to implement and operationalize improvements.