Expert Support Engineer

This position is required to
- Deliver flawless application support to BY customers by resolving complex solution issues
- Drive, as a lead SME, resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
- Implement “Advanced Quality Prevention” plans to improve solution and service reliability
- Deepen competency on end to end solution architecture, performance engineering and relevant SaaS tools OR business processes and industry domain
- Own Tier 1 customer solution as required and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
- Engage early in Tier 1 customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives.
- Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical trainings and supporting in improving capability and delivery quality of the team.

a) Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation
- Delivers excellent customer experience by
- driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues.
- provides direction and inputs for Root Cause analysis and proposes prevention ideas.
- guides/assists team members to resolve medium complexity issues.
- Proactively implements “Advanced Quality Prevention” quality plans including but not limited to
- regular and proactive solution health monitoring process, tools and procedures
- validation frameworks post application patching, upgrades and maintenance
- Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies
- Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders.
- Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement.
- Owns customer solution for Tier 1 customers.
- Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption and business value
- Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
- Monitor and correct solution performance, stability and sizing during customer roll-out phase
- Early engagement in Tier 1 customer implementation projects including agile/multi-sprint projects
- to provide inputs during project phases to improve scalability, reliability, operability and profitability of solution
- to gain very good understanding of customer business process, solution and architecture
- to ensure seamless delivery continuum into Operate through phased go-lives.
- demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain
- act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

b) Communication and Collaboration
- Communicates effectively with customers, displaying deep solution and customer business knowledge, leading to enhanced customer confidence. Role model for the team for customer communication
- Supports value based customer conversations around consumption and adoption.
- Networks with solution architects/SMEs across, company-wide.
- Identifies, develops and implements process improvements in collaboration with relevant BY stakeholders (i.e. transition, handover, hyper care, etc...).
- Champions and encourages cross-team engagement/collaboration across BY departments such as Deploy, Technical Services, Product teams, Infra teams, partners, service integrators.
- Fostering business relationship with key customer contact, TAMs, CSMs.
- Leads by example demonstrating professionalism and empathy during internal and external conversations. Understands cultural differences and diversity and help others live BY values.

c) Competency development and demonstration
- Technical
i. Demonstrates strong 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
- Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
- Troubleshooting Mobile application issues
ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
- to monitor application health and to investigate application issues.
- to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues

- Product and Domain:
i. Develops strong knowledge of product features and functionalities
ii. Possesses very good knowledge of relevant industry domain and business processes of the customers
iii. Demonstrates good capability to have customer interactions related to business process and value
iv. Possess strong knowledge of SAAS consumption, adoption and business value KPIs related to respective solution

- Solution Architecture and performance engineering
Possesses appropriate combination of one or more following skills, as required for concerned solution.
i. End-to-end solution architecture knowledge 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.)
ii. Very strong 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.)
iii. Strong knowledge in Azure technologies, as relevant for concerned solution like:
- Native SAAS or containerized applications, Kubernetes
- Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
- Azure automations and CI CD pipeline - GitHub, Jenkins
- Azure Cost advisor, insights for cost optimization
iv. Very strong capability in cloud operational activities as per the requirements of concerned solution, for e.g.,
- Deployment and troubleshooting issues related to deployment
- Troubleshooting, fixing and preventing application availability issues
- Building and implementing monitoring and/or automation strategies (Python, Cycle, RPA etc.)
v. Very strong application performance engineering skills as required for concerned solution, for e.g.,
- DB query optimization, DB health analysis (statistics, fragmentation, query execution plan, indexes)
- Root cause analysis for failures related to deadlocks, blocking sessions, wait state, I/O latency
- Tool-based automated performance testing (ex: Jmeter)
- UI performance / Batch workflow optimization
- Implementing KPI-based proactive performance review

-Behavioral:
i Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues.
ii Demonstrates enhanced Customer communication & situation management skills.
iii Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products).
iv Possesses strong sense of urgency from both Customer and company perspective, defines priorities.
v Global representatives for key initiatives and projects
vi Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
vii Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others.
viii Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path.

d) Value Addition (from the key priorities perspective)
- Implements customer engagement improvement strategy in collaboration with TAM/CSM.
- Drives and executes on operational improvements (ex: automation, process changes etc.)
- proactively stays ahead of the curve about product functionality and architectural changes coming in upcoming releases, plans and executes capability development for the team.
- Actively participating and providing recommendations during org level Product and Architecture reviews.