Job Description

Blue Yonder Title:

• Senior Support Engineer 1

Other Comparable titles:

• Production Support Analyst, Technical consultant

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor\xe2\x80\x99s \xe2\x80\x9cBest Places to Work\xe2\x80\x9d
• Looking for Support Engineer and Analyst for Application Production Support. This is for application maintenance of Work force management, Inventory Management and Demand Forecasting solutions for one of the top notch retail customers
• Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team as part of the development/deployment cycle, and deep knowledge of industry best practices, with the ability to implement them working with both the platform, and the product teams.

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

Our current technical environment:

• Software: Good knowledge in PL/SQL, Unix and shell, able to write the scripts/debug the issues.
• 4 to 5 years of overall experience and moderate Knowledge of Demand Forecasting and Inventory Management domain (preferable JDA SCPO).
• Good knowledge in PL/SQL, Unix and shell, able to write the scripts/debug the issues.
• 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\xe2\x80\x99ll do:

• 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:

• Bachelor\xe2\x80\x99s degree and minimum 7-8 years of experience in Software Application support, maintenance and development; ideally a candidate that has started as a Software Engineer and progressed to Lead Software Engineer and has been an Architect, within the last 3-4 years minimum
• Software: Good knowledge in PL/SQL, Unix and shell, able to write the scripts/debug the issues.
• 4 to 5 years of overall experience and moderate Knowledge of Demand Forecasting and Inventory Management domain (preferable JDA SCPO).
• Good knowledge in PL/SQL, Unix and shell, able to write the scripts/debug the issues.
• 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

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 \xe2\x80\x93 and the success of our customers. Does your heart beat like ours? Find out here:

is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder\'s inaugural which outlines our commitment to change, and our 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.

Blue Yonder