Sr Support Engineer - enterprise application /SaaS production- Support

Job Description

Overview:

This role is responsible for ensuring operational stability, SLA adherence, structured incident management, and governance across a multi-party supply chain environment.

Scope:

• Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders.
• Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain.
• Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service.

Our current technical environment:

• Demonstrates strong technical expertise as required to support concerned solution, for e.g.,

• - Troubleshooting 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
• Databases - Oracle / SQL Server

What you'll do:

• Understanding customer raised issues and take appropriate actions to resolve the same - Cloud /SaaS
• Reviewing the product source code or design document as necessary
• Owning and resolving all cases for global customers, adhering to defined SLA's
• Documenting learnings and creating knowledge articles for repeated cases
• Replicating and maintaining customer environments
• Maintaining knowledge of customer solutions and customization
• Demonstrating sense of urgency and swiftness with all customer interactions
• Acting as Techno-functional POC for all cases and ensure timely triage and assignment
• Utilizing instant messenger and other tools to collaborate globally
• Working in shifts and being flexible with the timings
• Meeting organization and team level goals
• Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
• Identifying areas of improvement and scope of automation on routine tasks or activities
• Helping in meeting team level goals and being a team player

What we are looking for:

• Bachelor's degree (STEM preferred) and minimum 5 to 7 years.
• Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 years hands on.
• Good Communication and Strong Analytical Skills
• Person with prior support experience with fair knowledge on handling issues within SLA's
• Preferably Blue Yonder TMS knowledge, Platform knowledge else basic Supply Chain domain experience
• Person who can communicate flawless with Customer and other stakeholders.
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster.
• Basic understanding of APIs, integrations, or EDI concepts preferred.
• Experience with varied tools such as AppD & Splunk, SNOW
• Good Team Player.
• This role operates within a 24x7 shift-based support model.
• Associates in rotational shifts (including early/late shifts as applicable) is required.
• Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory.
• Availability during critical production outages and major incidents is expected to ensure service continuity.

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:

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.