Sr Support Engineer 1 - BY TMS/Transportation Management, SQL, Application Support (Immediate Joiners Preferred)

JDA Software; Coimbatore District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers - at machine speed.

We are seeking an experienced application support engineer to resolve complex solution issues for BY customers, operate in 24x7 shifts, and drive improvements, tailoring knowledge to customer

Qualifications

• Bachelor's degree in STEM and 5+ years in application support.
• Strong DBMS skills (SQL/Oracle) with hands-on experience.
• Proven ability to resolve escalated customer issues within SLA.
• Experience with monitoring tools like AppDynamics, Splunk, and SNOW.
• Familiarity with Blue Yonder TMS or supply chain domain is a plus.

Responsibilities

• Delivers excellent customer experience by understanding issues and resolving them in Cloud/SaaS.
• Reviewing the product source code or design documents as necessary.
• Owning and resolving all cases for global customers within defined SLAs.
• Documenting learnings and creating knowledge articles for recurring cases.
• Replicating and maintaining customer environments.
• Maintaining knowledge of customer solutions and customizations.
• Demonstrating sense of urgency and collaboration with global teams as tech-functional POC.
• Utilizing collaboration tools to coordinate with stakeholders across regions.
• Working in shifts and being flexible with timings.
• Meeting organizational and team goals.
• Identifying automation opportunities for routine tasks.

Skills

Bachelor's degree in STEM

DBMS (SQL, Oracle)

Communication skills

Analytical skills

APIs/Integrations basics

AppDynamics

Splunk

Education

Bachelor's degree (STEM)

Tools

AppDynamics

Splunk

SNOW

Job description

Scope: Deliver flawless application support to BY customers by resolving complex solution issues. Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. Deepen competency on end-to-ent 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., DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. Troubleshooting Application issues 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:

• Delivers excellent customer experience by 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: 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.

A Culture, Not just a Company

Our culture is built on collaboration, respect and having fun whenever possible. This along with ensuring we live our Core Values, enables us to learn, grow, create customer value, and manage the well-being of our collective ecosystem of partners, customers and associates alike. We rise each day with an unwavering commitment to lifelong learning, collaborating with respect, and operating with integrity.

What do we do?

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers - at machine speed. A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder's modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption. "Blue Yonder" is a trademark or registered trademark of Blue Yonder Group, Inc. Any trade, product or service name referenced in this document using the name "Blue Yonder" is a trademark and/or property of Blue Yonder Group, Inc. Blue Yonder, Inc. - Administrative Office 15059 N Scottsdale Rd Suite 350 Scottsdale, AZ 85254-2666