Support Engineer - SQL, Unix, ITIL, Cloud, Application Support

Support Engineer 1 - SQL, Unix, ITIL, ServiceNow, L1/L2 Application Support, Shell Scripting, Cloud

Scope:

Core responsibilities is required to:- Provide excellent customer experience and solution support to Blue Yonder 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 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”

• Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team, and deep knowledge of industry best practices.

Our current technical environment:

• Webservers IIS, Tomcat

• Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)

• Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What you’ll do:

• Be part of Solution transition to Support

• Work with Product Development in order to resolve customer adoption and consumption issues.

• Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state.

• Understanding of Database structures. Understanding of various functional platforms and infrastructures.

• Understands Blue Yonder product suite to convey relationships and touchpoints to the customer.

• Responsible for the quality service, including communication, resolutions, and case content.

• Maintain customer satisfaction - level of service, monitor SLA compliance

• Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.

• Manages the day-to-day team activities to ensuring adherence of operational guidelines.

• Adherence to department and company operational guidelines, meet organization and personal goals.

• Work in shifts on rotation basis. Be On-Call over weekends on rotation basis

• Expertly utilizes support tools (JIRA, Service Now.) to expedite case resolution

• Provides functional and/or technical support during a customer’s product implementation and "go-live" periods. 

• Understands business features and functionality to be provided by the product. 

• Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately

• Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity

What we are looking for:

• BE/B tech degree with minimum 3 years of hands on experience in SQL, PLSQL database.

• Ability to solve complex queries and strong debugging skills.

• 2-4 years overall experience.

• Experience in supply chain and SaaS.

• Minimum 2 years experience in external stakeholder management and customer handling.

• End to End incident handling and support.

• Ready to work in shifts.

• Good communication.

• Cloud exposure is a plus.

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

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.