IN-Expert Support Engineer @ Blue Yonder

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
• The team currently comprises of 10+ global associates across Canada, India (COE) . The incumbent will need to have leadership qualities to also mentor junior and mid-level software associates in our team. Leadership qualities to guide the team functionally, technically are also expected
• Lead discussions with customers.
• Manage the metrics and SLA Adherence - # of Open Close INC, MTTR, INC Aging, # of criticals, Response and Resolution SLAs, Batch related metrics, etc
• Lead all improvement activities to show Month on Month improvement in Metrics, drive performance tuning initiatives
• Lead all efforts for documentation of all processes and knowledge, manage knowledge sharing for effective support to customer, lay down learning path for team members
• Lead and own important decisions during critical situations, be able to communicate the same.
• Works with project team to ensure smooth and efficient implementation and integration between technical and functional system requirements.
• Ability to lead faster deployments focused on value delivery.
• Works as a functional liaison between Project Team and key customer executives. Has knowledge of either BY-Demand Fulfillment OR Any other solutions for this domain
• Understands how JDA solutions (IO, OP, SOP, FP, SCP, ESP, TMS,WMS) can be configured to better facilitate client business processes.
• Escalates issues that may have negative scheduling impact. Always conducts oneself in a professional manner with JDA customers and internal associates.
• Help manager with critical data, own the constant updates to critical data related to project

Our current technical environment:

Not applicable

What you ll do:

• Lead L2 and L3 Application Support
• Mentoring other team members
• SLA Adherence
• Work on system improvements
• Confidently Represent India team with the customer
• Drive architecture and designs to become simpler, more robust, and more efficient.
• Provide early visibility and mitigation to technical challenges through the journey.

What we are looking for:

• 6-7 years of hand on experience of production support with PL/SQL and Unix, 3-5 years experience in leading production support teams for multiple applications, preferably Demand and Fulfillment, Inventory Management, Pricing and Promotions.
• Strong business analysis skills, understanding and usage of statistical algorithms, SCM concepts, awareness of tactical planning on overall supply chain required
• Skill set and availability requirements as per the organizations needs
• Knowledge in performance tuning techniques is added advantage.
• Understanding of Database structures. Understanding of various technical platforms and infrastructures.
• Works with appropriate parties to ensure issues are resolved.
• Ability to prepare and deliver presentations for user and management. Strong verbal, written and interpersonal skills required