Sr Support Engineer 1 - SQL, PLSQL, Retail, Supply Chain, Shell Scripting, Cloud, Application Support at jda – IND - Coimbatore (708) | Jobyssey

Scope:

Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

Our current technical environment:

• Webservers IIS, Tomcat

• Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)

• Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

What you’ll do:

· Be part of Solution transition to Support

· Work with Product Development in order to resolve customer adoption and consumption issues.

· Work with Product Development in cases where customer’s requirements are generic and is a good fit for the products future state.

· Understanding of Database structures. Understanding of various functional platforms and infrastructures.

· Understands BY’s product suite to convey relationships and touchpoints to the customer.

· Responsible for the quality service, including communication, resolutions, and case content.

· Maintain customer satisfaction - level of service, monitor SLA compliance

· Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.

· Manages the day-to-day team activities to ensuring adherence of operational guidelines.

· Adherence to department and company operational guidelines, meet organization and personal goals.

· Work in shifts on rotation basis. Be On-Call over weekends on rotation basis

· Expertly utilizes support tools (ServiceNow JIRA.) to expedite case resolution

· Provides functional and/or technical support during a customer’s product implementation and "go-live" periods.

· Understands business features and functionality to be provided by the product.

· Works in a cross-functional capacity to support quality design, development and testing.

· Should be able to investigate all angles and identifies the root cause to solve a variety of problems. Proactively evaluates and promotes the same outlook in the team

· Proactively strives to add value to the service delivered keeping in mind the underlying customer’s needs. Is aware of the financial implications of his/her actions and act appropriately

· Is aware of the potential of his team and supports team to develop new skills. Resolves conflicts effectively and delegates effectively.

· Plans and co-ordinates routine activities and also does contingency planning.

· Liaisons and networks with stakeholders outside the immediate team to facilitate team or business objectives. Encourages an atmosphere where teamwork thrives

· Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity

· Scope:

· Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.

· Our current technical environment:

· • Webservers IIS, Tomcat

· • Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)

· • Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python

· What you’ll do: