Sr Support Engineer - BY Demand, BY Fulfillment, BY ESP

Scope:

Position is focused on supporting various Blue Yonder Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. Needs to work with cross functional teams including Product Development, Consulting and Support services. Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

Our current technical environment:

Software: BY Demand, BY Fulfillment, BY ESP, BY Inventory Optimization

Cloud Architecture: MS Azure

Frameworks/Others: PL/SQL, RDBMS

What you’ll do:

• Understand the implemented solution/ products
• Analyze the issues, identify Root cause and find the permanent solution to any problem
• Adheres to SLA based on the severity of the customer cases.
• Complete the product certification courses assigned.
• Document the learning and building the knowledge content
• Provide early visibility and mitigation to technical challenges through the journey.
• Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers
• Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer
• Should collaborate with Solution/Technical architect(s) to stabilize the system
• Enhance/Change the design based on new business requirements by the customer
• Single Point of contact for all customer requests for the designated solution
• Manage/Support new roll outs/deployments and handle change requests/enhancements
• To improve various KPIs for the customer

What we are looking for:

• Bachelor’s degree minimum 8 to 12 years of experience in Product Support / Implementation support.
• Skill set and availability requirements as per the organization's needs
• Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers.
• Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
• Deep understanding of Customer business and processes
• Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex
• Knowledge in performance tuning techniques is added advantage.
• Understanding and experience with the technical requirements for the product line assigned.
• Understanding of various technical platforms and infrastructures.
• Understands Blue Yonder's product suite so as to convey relationships and touch-points to the customer.
• Works with appropriate parties to ensure issues are resolved.