Support Lead – PLSQL, Unix Shell scripting

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 pm

- Shift 2: 2 pm to 11 pm

- Shift 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:

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.