Support Engineer 1

Jda; Coimbatore District; On-site; INR 400,000 - 650,000; Full time

Job summary

Jda is seeking a customer-centric Application Support professional to deliver seamless service for Blue Yonder customers. You will own issues, collaborate with multiple teams, and monitor health using AppDynamics and Splunk.

Build basic domain and Azure knowledge while contributing to knowledge articles and operational improvements. This role requires strong communication, empathy, and a willingness to work in shifts to support 24x7 operations.

Qualifications

• Experience in application support for SaaS solutions.
• Ability to resolve moderate complexity issues with ownership.
• Strong communication and collaboration with customers and teams.
• Familiarity with monitoring and diagnostics tools.
• Willingness to work in shifts and provide 24x7 support.

Responsibilities

• Provide seamless application support and ownership for Blue Yonder customers.
• Resolve moderate complexity issues and engage internal tools for alerts.
• Monitor application health using M&D tools and ensure SLA/SLO compliance.
• Develop knowledge articles and contribute to operational improvements.
• Communicate effectively with customers and collaborate across teams.
• Build basic competency in Azure concepts and relevant technologies.

Skills

Customer experience

Ownership

Communication skills

Empathy

Shift work

Problem solving

Tools

SQL

Oracle

AppDynamics

Splunk

Mulesoft

GitHub CI/CD

Azure

Kubernetes

Wireshark

PerfMon / PerfView

Event Viewer

Job description

This position is required to:

• provide excellent customer experience and solution support to Blue Yonder customers with ownership
• passionately collaborates and engages within and beyond his/her team with empathy
• builds and demonstrates basic competency in Azure & relevant tools and technologies, product and domain, solution architecture etc.
• consistently demonstrates customer centricity and relentless attitude to innovate through teamwork
• add value by developing knowledge article as well as working on operational improvements

a) Seamless Application Support to Blue Yonder Customers

• Delivers excellent customer experience by resolving customer issues mostly of moderate complexity.
• Displays end-to-end ownership.
• Resolves internal alert cases generated by Blue Yonder internal tools
• Actively engages in application health monitoring using M&D tools
• Attends case quality training and ensures adherence to SLA/SLO and quality practices
• Obtains customer satisfaction by displaying ownership, engagement and pro-activeness
• Proactively seeks guidance, strives and commits to improve service quality.
• Expected to work in shifts and provide OOH support to facilitate 24x7 customer support

b) Communication and Collaboration

• Communicates (verbal and written) effectively with the customers
• Collaborates relentlessly, passionately and respectfully with various Blue Yonder teams and partners
• Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.

c) Competency development and demonstration

• Technical
  • Demonstrates basic 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 in relevant programming languages
  • Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
  • Troubleshooting Mobile application issues
  • Demonstrates basic expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:to monitor application health and investigate application issues.
  • to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
  • Product and Domain:
    • Attends product boot-camp and learns standard product features to resolve non-complex issues
    • Acquires basic domain knowledge to understand the business processes of the customers
  • Solution Architecture:
    • Possesses combination of one or more following skills, as required for concerned solution.
    • Basic understanding of solution architecture 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.)
    • Basic 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.)
    • Basic understanding of Azure concepts relevant for concerned solution, for e.g.,Native SAAS or containerized applications, Kubernetes
    • Azure deployment models (ex: serverless / PAAS, scaleset, ASR)
    • Azure automations and CI CD pipeline - GitHub, Jenkins
    • Basic capability in cloud operational activities as per the requirements of concerned solution, for e.g.,Application deployment and troubleshooting issues related to deployment
    • Troubleshooting and fixing application availability issues
    • Application health monitoring
    • Developing automations (Python, Cycle, RPA etc.)
    • Basic capability in application performance engineering skills as required for concerned solution, for e.g.,DB health analysis (statistics, fragmentation, query execution plan, indexes)
    • Executes prescribed KPI-based proactive performance review
  • Behavioral:
    • Develops service mindset ~ constantly displays customer-centricity and ownership
    • Seeks regular perfomance feedback and works on self-development
    • Pro-actively identifies learning opportunities

d) Value Addition

• Contributes to Knowledge Centered Support (KCS) by:
  • creating quality articles with minimal guidance from leads or mentors
  • leveraging existing articles to provide faster resolution to solution issues
• Identifies opportunities for opera