.This position is required to:- provide excellent customer Importante empresa and solution support to BY customers with ownership, proactive and innovative approach- Own Tier 2 solution as required, enhance solution stability and service eventually enabling increase in customer consumption and adoption of the service- passionately collaborates and engages within and beyond his/her team with empathy- builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.- consistently demonstrates customer centricity and relentless attitude to innovate through team work- add value by developing knowledge article as well as working on operational improvementsa) Excellent customer Importante empresa and solution support to BY Customers with innovative approach- Delivers excellent customer Importante empresa by resolving solution cases (both customer and system created) mostly of moderate complexity.- Owns customer solutir Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.- Attends case training and ensures adherence to SLA/SLO and practices- Identifies and implements opportunitir early detection and resolution of incidents- Proactively seeks guidance, strives and commits to improve service- Expected to work in shifts and provide OOH support cilitate 24x7 customer supportb) Communication and Collaboration- Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication- Collaborates relentlessly, passionately and respectfully with various BY teams and partners- Leads by example demonstrating professionalism during internal and rnal conversations. Understands cultural differences and diversity.- Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologieameworks,, products)c) Competency development and demonstration- Technical:I. Demonstrates moderate expertise as required to support concerned solutior e.G.,- Code debugging in relevant programming languages- Platform support engineering (ex:API and/or Mulesoft integration troubleshooting)ii. Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues- Product andDomain:I. Develops moderate knowledge of produatures anctionalitiesii. Possesses basic knowledge of relevant industry domain and business processes of the customersiii. Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolutioniv. Understands SAAS consumption, adoption and business value KPIs related to respective solution- Solution Architecture:Possesses appropriate combination of one or mollowing skills, as requirr concerned solution.I
