.Job ResponsibilitiesProvide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach.Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation, etc.Own Tier 1 customer solution as required, enhancing solution stability and service quality, ultimately increasing customer satisfaction, consumption, and adoption of the service.Engage early in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.Act as Subject Matter Expert, providing mentorship to Support Engineers, delivering product/technical training, and serving as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.Consistently demonstrate customer centricity and a relentless attitude to innovate through positive teamwork beyond the immediate team.Build and demonstrate high competency in product and domain, Azure, relevant tools and technologies, and solution architecture.Customer Experience and Solution SupportDeliver excellent customer experience by:Driving resolution of customer issues, especially those of high complexity and criticality, including non-functional and performance-related issues.Providing direction and inputs for Root Cause analysis and proposing prevention ideas.Guiding and assisting team members to resolve medium complexity issues.Own customer solution for Tier 1 customers by:Positively collaborating with TAM and supporting consumption/adoption improvement plans.Consistently achieving high customer satisfaction and making a positive impact on NPS scores by displaying end-to-end ownership, engagement, and proactiveness.Operational Quality and ImprovementOwn implementation of high service quality through continuous improvements in operational processes by:Proactively and regularly reviewing metrics, analyzing trends, drawing conclusions, and presenting/executing improvement plans.Planning processes/solutions to enable early detection and resolution as well as outflow and recurrence prevention of incidents.Continuously improving and implementing M&D practices and procedures.Expected to work in shifts and provide OOH support to facilitate 24x7 customer support.Communication and CollaborationCommunicate (verbal and written) effectively with customers and BY stakeholders, proactively guiding team members to communicate and influence customers positively.Collaborate relentlessly, passionately, and respectfully with various BY teams and partners, providing guidance on collaboration challenges.Lead by example, demonstrating professionalism, empathy, and assertiveness in internal and external conversations, while understanding cultural differences and diversity.Balance between soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
