The Sr. Enterprise Support Engineer is a qualified member of the team and is responsible for following (typically within one vertical/POD and sometimes cutting across verticals/PODs)
• Provide leadership in Solution Architecture, Performance Engineering skills (aka SAAS Ninja skills) OR Business processes, Domain knowledge and Value articulation/realization (aka Business SME skills)
• Deploy strategies for a more scalable and reliable SAAS solution operating model.
• Lead resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
• Own solution for strategic customers having multiple BY solution footprint
• Demonstrate strong knowledge of end-to-end customer solutions, business processes to troubleshoot complex issues spanning across multi-solution work and data flows, improve stability and profitability of existing deployments, improve customer consumption, adoption and value, and improve BY operational efficiencies
• Drive capability improvement programs targeting strategic business and next generation SAAS skills
• Lead cross-functional team for driving solution, architecture, business process or operational process reviews and improvements
Core Requirements
• Provides expert level advice and detailed solutions during org level Product and Architecture reviews
• Collaborates with development and deployment teams to improve scalability, reliability, operability and profitability, usability and adoptability of solutions. End to End review across all solutions owned by the customer.
• Provides expertise to lead resolution and mentor others in advanced complex product / solution specific issues. Mentors on root cause analysis and follows through on ensuring re-occurrence prevention is implemented.
• Drives and leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
• Demonstrate solution ownership for strategic customers having multiple BY solution footprint (typically within one, sometimes across multiple verticals/PODs)
o Engage early and contribute to implementation project phases; gain understanding of new customer’s business, processes, end-to-end architecture
o Ensure seamless delivery continuum into Operate phase through multiple phased go-lives
o Take end-to-end ownership of optimal solution quality, stability and profitability
o Fosters relationship with customer and engages proactively with TAM, CSM and CE to affect continuous improvement in consumption, adoption and business value
• Drive capability improvement programs within and across teams / departments, targeting strategic skills (eg. next gen skills, performance engineering, industry expertise, etc)
• Identifies and drives process improvement exercises with BY stakeholders
• Acts as solution SME in developing customer strategies with TAM/CSM.
• Proactively builds team capability required to support new product releases
Business SME
• Analyses trends of adoption and consumption across a range of customers to develop and lead holistic improvement strategies in collaboration with TAMs and CSM
• For selected strategic customers, drives and owns - in collaboration with TAMs and CSM – consumption, adoption and value realization
• Engages with customer in business process and value related conversations along with TAM and CSM
• Drives collaboration between strategic customers and BY through SIG and other channels
• Can demonstrate supply chain domain expertise in either Retail, Execution or Planning processes, or sometimes cutting across Retail, Execution or Planning processes
• Possesses strong understanding of business process work-flows and data flows spanning across multiple solutions within Retail, Execution or Planning, or sometimes cutting across Retail, Execution or Planning
• Proactively develops capability within POD/Department on industry / domain expertise, business processes and key consumption and value KPIs
SaaS Ninja
• Proactively leads, develops and executes “Advanced Quality Prevention” roadmap across solutions/vertical including but not limited to
o solution health management strategies
o operations optimization, validation frameworks, tools and technologies
o Framework to manage solution performance, stability and sizing during customer roll-out phase
• Optimize solution infrastructure cost and margin through architecture and operational improvements
• Define talent improvement plans and support models / structure in line with product architecture roadmap
• Stays current with contemporary SaaS technical toolsets and cloud delivery models and make regular recommendations to the organization
• Advanced expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk, Azure, etc. to help advanced and accelerated adoption of the tools
• Possesses good knowledge of AI/ML and is able to leverage for operational improvements
- Solution Architecture and Performance Engineering
• Possesses end-to-end solution architecture knowledge of multiple products spanning across multiple verticals. Expertise is required on the following and not limited to:
o Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
o Integration with external devices/systems, data flows
o Identity and Access Management (ex: Native, OAUTH, SSO etc.)
• Very strong skills on architecture framework, tools and technologies on the following and not limited to:
o Webservers (ex: IIS, Tomcat)
o Operating System framework and relevant scripting languages (ex: PowerShell, Batch scripting, vb scripting etc.)
o Architecture framework (ex: ASP.Net, Java)
o Tools to analyze server and application logs and dumps (ex: Wireshark, PERFMON, PerfView, Event viewer etc.)
o Develops very strong knowledge in Azure technologies like:
o Native SAAS or containerized applications, Kubernetes
o Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
o Azure automations and CI CD pipeline - GitHub, Jenkins
o Azure Cost advisor, insights for cost optimization, App insights
o Azure Monitor, Metrics, Dashboard etc.
• Very strong capability on the following and not limited to:
o Troubleshooting, fixing and preventing application availability issues
o monitoring and automation strategies (Python, Cycle, RPA etc.)
o Troubleshooting issues within native SAAS architecture related to multi-tenancy, containerization etc.
o Leveraging AI/ML capabilities to build proactive models to optimize regular operations
• Very Strong Application Performance Engineering skills on the following and not limited to:
o DB query optimization, DB health analysis (statistics, fragmentation, query execution plan, indexes)
o SQL Server tracing, Stats pack/AWR reading
o Root cause analysis for failures related to deadlocks, blocking sessions, wait state, I/O latency
o Setting up tool-based automated performance testing framework (ex: JMeter)
o UI performance / Batch workflow optimization
o Analysis of performance issues observed at the integration layer between multiple products
o Implementing KPI-based proactive performance review
o Environment capacity/sizing review and cost analysis/optimization
Behavioural:
• Demonstrates leadership capabilities required to lead
o customer-facing investigations of complex and escalated solution issues.
o cross functional teams for driving solution, architecture, business process or operational process reviews and improvements
• Communicates effectively with customers of a mixed audience – user level to senior management and business contact through to technical engineers – displaying deep solution and customer business knowledge, leading to enhanced customer confidence.
• Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
• Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
• Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
• Proactively seeks 360-degree feedback and works on self-development to achieve a holistic personal and professional development
• Leads by example demonstrating professionalism and empathy during internal and external conversations. Understands cultural differences and diversity and help others live BY values.
• Exceeds customer expectations and drives better NPS scores by displaying ownership, engagement and pro-activeness.
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
Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.
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.