Support Engineer 1

Scope:

• Understanding customer requirements and business objectives
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Batch Monitoring
• Incident and problem management, change management, along with service requests within the SLA
• Proactively suggesting improvements and fixes for various issues (Technical, process and business related)
• Maintenance of Pre-production environment
• Patch Deployments, testing of patches in pre-production environments
• Purge activities, other regular maintenance activities
• Attending and driving high priority calls
• Provide assistance with technical issues
• Produce reports for internal purpose and as per customer requirements
• Communicate with stakeholders to understand their requirements
• Communicate with customers on resolution of various issues
• Ask customers targeted questions to quickly understand the root of the problem
• Work in shifts

What are we looking for:

• Software: Good knowledge in PL/SQL, Windows, Oracle, Unix and shell scripting, able to write the scripts/debug the issues.
• 8-12 years of relevant experience
• Willing to work in 24*7 support operations
• Good understanding of support processes (Incident, change, problem).
• Able to work independently, handling the major issues and drive the MI calls/communications to the customer.
• Good communication and interpersonal skills

What you’ll do:

• L2 and L3 Application Support
• Mentoring other team members
• SLA Adherence
• Work on system improvements
• Drive architecture and design improvements

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

Diversity, Inclusion, Value & Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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.