Senior Support Engineer - TMS, SQL/Oracle DBMS, Unix, Shell, Technical Consultant

1 Month ago • 8-10 Years • Programming

Job Summary

Job Description

Seeking a techno-functional individual with strong Application Support Experience in the Supply Chain Domain. Responsibilities include delivering flawless application onboarding services, acting as a lead SME for TMS Environments, providing solution design and architecture inputs for operability and reliability, and ensuring seamless delivery continuum into operations. The role involves understanding customer application landscapes, implementing "Advanced Quality Prevention" plans, deepening competency in end-to-end solution architecture and performance engineering, and owning customer solutions to enhance stability and service quality. You will mentor Technical Architects and Consultants, deliver product/technical trainings, and support team capability improvement.
Must have:
  • 8-10 years of experience in Production Support/Application Deployment
  • Strong techno-functional expertise
  • Experience with DBMS (SQL, Oracle)
  • Platform support engineering (API, sFTP/FTP, Mulesoft)
  • Troubleshooting Mobile application issues
  • Understanding of Azure deployments
  • Experience with SaaS technical toolsets (AppDynamics, Splunk)
  • Customer onboarding and migration support
  • Root Cause Analysis and prevention
  • Leadership in complex issue resolution
  • Customer communication and situation management
  • Balancing soft and hard skills
  • Sense of urgency and prioritization
  • Service mindset and customer centricity
  • Continuous learning and self-development
  • Ability to lead or guide a small team
Good to have:
  • Installation of ERP products
  • Installation of applications on Azure, IIS/Tomcat/Weblogic
  • Setting up and validating integrations (REST/SOAP APIs, sFTP)
  • Understanding of SSO setup
  • BY TMS Installation Experience
  • Supply Chain domain experience
  • Transportation/Logistics knowledge
  • ITIL Certification
  • Cloud native architecture knowledge
  • Distributed micro-services knowledge
  • Multi-tenant SaaS solution knowledge
  • Cloud scalability, performance, and high availability
  • Experience with API management platforms

Job Details

Overview: • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work” • Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in Supply Chain Domain. Scope: Deliver flawless application onboarding service to BY customers by ensuring quality in implementation support. • Drive, as a lead SME for BY Customer delivering their TMS Environments and providing the support during their onboarding journey • Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives. • Understanding the Application Landscape of the customer and ensuring the application deployment is done • Implement “Advanced Quality Prevention” plans to improve solution and service reliability • Deepen competency on end to end solution architecture, performance engineering 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 during the first installation as well. • Act as a Senior solution SME providing mentorship to Technical Architects and Consultants, delivering product/technical trainings and supporting in improving capability and delivery quality of the team. Our current technical environment: i. 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. - Platform support engineering (ex: API,sFTP/FTP and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues - Understanding deployment of Servers and application in Azure. 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. What you’ll do: - Delivers excellent customer experience by o Ensuring the Customer Onboarding experience on SaaS platform enhances significantly. o Customers are able to migrate in a defined period o Customers see smooth handover to Steady State Team - Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement. - Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness - driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues. - provides direction and inputs for Root Cause analysis and proposes prevention ideas. - Guides the team to plan and implement “early detection and resolution” as well as “outflow and recurrence prevention” quality strategies - Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders. - Owns solution for customers. - Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value - to gain very good understanding of customer business process, solution, and architecture What we are looking for: - Bachelor’s degree (STEM preferred) and minimum 8 to 10 years of experience in Production Support/Application Deployment Role including Validation services - Experience of Installation of ERP products is preferred - Strong Experience of Installation of Application on Azure, on IIS/Tomcat/Weblogic is preferred. - Strong Experience in Setting up and validating integrations through API( Rest and SOAP) and sFTP is preferred. - Understanding of How SSO Setup works is a Positive. - BY TMS Installation Experience is a plus. - Supply Chain domain experience - Transportation/Logistics Knowledge Preferable - Possess Strong Techno-Functional Expertise - Tech Savvy able to adapt to any technology faster - Provide technical and solution leadership during Critical/Major issues. - ITIL Certification - Demonstrable experience, thorough knowledge, and interests in Cloud native architecture, Distributed micro-services, Multi-tenant SaaS solution and Cloud Scalability, performance and High availability - Experience with API management platforms & providing / consuming RESTful APIs -Behavioral: • Demonstrates leadership capabilities required to lead customer-facing investigations of complex and escalated solution issues. • Demonstrates enhanced Customer communication & situation management skills. • Demonstrates balance between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products). • Possesses strong sense of urgency from both Customer and company perspective, defines priorities. • Global representatives for key initiatives and projects • Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership. • Proactively seeks 360 degree performance feedback. Works on self-development opportunities to achieve a holistic personal and professional development, continuously improves mentoring skills to help others. • Consistently keeps himself/herself up to date with learning opportunities to self develop his/her career path. • Ability to lead or Guide a small team to achieve customer/business objectives.

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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About The Company

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. 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.™

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