Support Engineer 2 - Application Support, Oracle SQL, PLSQL, Unix/Linux, Windows, Shell Scripting

JDA Software; Coimbatore District; On-site; INR 500,000 - 750,000; Full time

Job summary

Blue Yonder in India seeks an experienced IT support professional to own solution transition to Support and work with Product Development to resolve adoption issues. You will understand database structures and product touchpoints to explain relationships to customers, ensuring high quality service and SLA adherence.

The role requires 2–4 years in customer-facing roles, with exposure to supply chain/SaaS and strong problem-solving skills. Weekend on-call rotation and shift work are expected.

Qualifications

• Bachelor's degree in Computer Science or Engineering or equivalent.
• 2-4 years of corporate experience in customer facing roles as a consultant in Application/Production support.
• Immediate Joiners Preferred.
• Supply chain/SaaS exposure preferred.
• Ability to resolve complex problems with minimal guidance.
• Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications.

Responsibilities

• Be part of Solution transition to Support; work with Product Development to resolve adoption issues.
• Understand database structures and product touchpoints to convey relationships to the customer.
• Responsible for the quality service, including communication, resolutions, and case content.
• Maintain customer satisfaction - SLA compliance; ensure knowledge base content quality.
• Create knowledge base articles for recurring issues; manage day-to-day team activities.
• Work in shifts on rotation; be on-call over weekends on rotation; use ServiceNow/JIRA to expedite resolutions.

Skills

Object-Oriented Programming

SQL scripting

PowerShell scripting

Education

Bachelor's degree in Computer Science or Engineering

ITIL certification

Tools

ServiceNow

JIRA

Job description

Scope:

• Provide excellent customer experience and solution support to BY 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.

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 BY’s 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 (ServiceNow JIRA.) 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. Works in a cross-functional capacity to support quality design, development and testing. Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team 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 Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively. Plans and co-ordinates routine activities and also does contingency planning. Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives 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:

• Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.
• 2-4 years of corporate experience in customer facing roles as a consultant in Application/Production support
• Immediate Joiners Preferred
• Supply chain/SaaS exposure preferred
• Ability to resolve complex problems with minimal guidance.
• Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications
• Good communication skills
• Experience in IT support
• Collaboration across different regions/teams
• Zeal for continuous improvement/Innovation
• Align to the values, priorities, and culture of the organization
• OOPS / Object oriented programming concepts
• SQL Server / MS SQL scripting
• PowerShell Scripting
• Good knowledge on relational database concepts
• Fundamentals of Object-Oriented Programming
• ITIL certification

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.

Who are we?

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. ™ blueyonder.com “Blue Yonder” is a trademark or registered trademark of Blue Yonder, 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, Inc. Blue Yonder, Inc. 15059 N Scottsdale Rd, Ste 400 Scottsdale, AZ 85254