Sr Support Engineer/application Support

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 8 to 10 years of experience in Customer Support or Product Support Strong Supply Chain domain experience Warehouse Management System Knowledge Preferable Possess Strong Techno-Functional Expertise Tech Savvy able to adapt to any technology faster Experience of managing ERP products is preferred 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 Experience with varied tools such as AppD Splunk Experience handling a team is a plus 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