Lead Support

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 WMS or Supply Chain Domain Scope Deliver flawless application support to BY customers by resolving complex solution issues Drive as a lead SME the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders 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 an increase in customer satisfaction consumption and adoption of the service 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 Act as a Senior solution SME providing mentorship to Support Engineers delivering product technical training and supporting in improving the capability and delivery quality of the team Adopt AI into day-to-day operations 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 Code debugging Platform support engineering ex API and or Mulesoft integration troubleshooting Troubleshooting Mobile application issues 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 Work Schedule Rotational Shifts This role involves rotational shifts including night shifts to provide 24 7 application support Flexibility to work weekends and public holidays as per shift schedule Ability to handle responsibilities independently during off-hours What you ll do Delivers excellent customer experience by 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 assists team members to resolve medium complexity issues Proactively implements Advanced Quality Prevention quality plans including but not limited to regular and proactive solution health monitoring process tools and procedures validation frameworks post application patching upgrades and maintenance 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 Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement Owns solution for customers Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption adoption and business value Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership engagement and pro-activeness Monitor and correct solution performance stability and sizing during customer roll-out phase Early engagement in customer implementation projects including agile multi-sprint projects to provide inputs during project phases to improve scalability reliability operability and profitability of solution to gain very good understanding of customer business process solution and architecture to ensure seamless delivery continuum into Operate through phased go-lives demonstrate high competency in end to end solution architecture performance engineering and relevant SaaS tools and technologies OR business processes and industry domain act as Senior Subject Matter Expert providing mentorship to Support Engineers delivers product technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD What we are looking for Bachelor s degree STEM preferred and minimum 5 to 8 years of experience in Customer Support or Product Support OS Platform Windows Server 2012 2016 2019 Azure AWS GCP or any OnPrem Data centers Java net Application Troubleshooting Log analysis exception tracing thread heap dumps Web App Servers Apache Tomcat WebLogic IIS etc Scripting PowerShell Python or any scripting language Databases SQL Server Oracle - basic SQL for issue tracing Networking Basics Ports firewalls load balancer flow understanding Monitoring Logging Tools Splunk AppDynamics or any relevant tools ITSM Ticketing ServiceNow JIRA Experience with Splunk for log monitoring and alert setup Familiarity with AppDynamics or similar APM tools for performance troubleshooting Azure Basic Administrator certification or hands-on cloud admin experience Understanding of Generative AI concepts and tools e g GitHub Copilot Exposure to microservices REST APIs JSON XML Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency Familiarity with Generative AI tools for documentation reporting and knowledge management 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