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

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

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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.