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Support Lead – PLSQL, Unix Shell scripting & WMS

Support Lead – PLSQL, Unix Shell scripting & WMS

Blue Yonderhyderabad, India
13 hours ago
Job description

Scope :

  • We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's “Best Places to Work”
  • The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems

Our current technical environment :

  • Software : Unix, Any scripting language, WMS application (Any), PL / SQL, API, MOCA
  • Future Software – Kafka, Stratosphere, Microservices, Java
  • Application Architecture : Native SaaS, Cognitive
  • Cloud Architecture : Private cloud, MS Azure (ARM templates, AKS, HD insight, Application gateway, Virtue Networks, Event Hub, Azure AD)

    • What will you do :

  • Support Engagements : Work with global technical and functional teams to support various customer engagements.
  • Customer Interaction : Understand customer requests, support designed products / solutions to meet business requirements, and ensure high customer satisfaction.
  • Issue Resolution : Address and resolve technical issues adhering to SLAs, document learnings, and create knowledge articles.
  • Environment Management : Replicate and maintain customer environments and knowledge of customer solution architecture and integration points.
  • Customer Satisfaction : Provide quality and timely solutions to improve customer satisfaction and follow-up until closure.
  • Stakeholder Interaction : Interact with internal and external stakeholders and report to management.
  • Process Improvement : Identify areas for improvement and automation in routine tasks.
  • Continuous Learning : Stay updated with new technologies and products, demonstrate quick learning ability, and maintain good interpersonal and communication skills.
  • Architecture Simplification : Drive simpler, more robust, and efficient architecture and designs.
  • Product Representation : Confidently represent product and portfolio, including vision and technical roadmaps, within the company and to strategic customers when necessary.

    • Detailed Responsibilities :

  • Customer Issue Resolution : Understand customer-raised issues, especially in Cloud / SaaS environments, and take appropriate actions to resolve them.
  • Code Review : Review product source code or design documents as necessary.
  • Case Management : Own and resolve all cases for global customers, adhering to defined SLAs.
  • Knowledge Sharing : Document learnings and create knowledge articles for repeated cases.
  • Environment Replication : Replicate and maintain customer environments.
  • Solution Knowledge : Maintain knowledge of customer solutions and customizations.
  • Urgency in Interaction : Demonstrate a sense of urgency and swiftness in all customer interactions.
  • Techno-Functional Point of Contact : Act as the techno-functional POC for all cases, ensuring timely triage and assignment.
  • Global Collaboration : Utilize instant messenger and other tools to collaborate globally.
  • Shift Work : Work in rotational shifts and be flexible with timings.
  • Goal Achievement : Meet organizational and team-level goals.
  • Customer Satisfaction : Improve customer satisfaction by providing quality and timely solutions and follow-up until case closure.
  • Process Automation : Identify areas for improvement and scope for automation in routine tasks or activities.
  • Team Player : Help in meeting team-level goals and be a team player.

    • What We Are Looking For :

  • Educational Background : Bachelor’s degree (STEM preferred) with a minimum of 8 to 11 years of experience.
  • Team Experience : Experience in working as a team.
  • Skills : Good communication and strong analytical skills.
  • Technical Proficiency : Experience in working with SQL / Oracle DB complex queries.
  • Domain Knowledge : Fair understanding of the Supply Chain domain.
  • Support Engineering Experience : Experience in support engineering roles.
  • Techno-Functional Expertise : Possess strong techno-functional expertise.
  • Tech Savviness : Ability to adapt to any technology quickly.
  • Critical Issue Support : Provide technical and solution support during critical / major issues.
  • Tool Experience : Experience with varied tools such as AppDynamics, Splunk, and ServiceNow.
  • Shift Flexibility : Flexible to work in shift timings : Shift 1 : 6 am to 3 pmShift 2 : 2 pm to 11 pmShift 3 : 10 pm to 7 am

    • 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.

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