Sr Support Engineer 1 - SQL, PLSQL, Retail, Supply Chain, Shell Scripting, Cloud, Application Support

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:

·       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

·       What we are looking for:

·       Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.

·       2-4 years of corporate experience in customer facing roles as a consultant in Application/Production support

·       Immediate Joiners Preferred

·       Supply chain/SaaS exposure preferred

·       Ability to resolve complex problems with minimal guidance.

·       Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications

·       Good communication skills

·       Experience in IT support

·       Collaboration across different regions/teams

·       Zeal for continuous improvement/Innovation

·       Align to the values, priorities, and culture of the organization

·       OOPS / Object oriented programming concepts

·       SQL Server / MS SQL scripting

·       PowerShell Scripting

·       Good knowledge on relational database concepts

·       Fundamentals of Object-Oriented Programming

·       ITIL certification

·       Possess a solid understanding of solution architecture relevant to the solutions, including:

·       Client-server architecture, load balancers, and middleware.

·       Integration with external devices/systems and data flows, as well as identity and access management (e.g., OAuth, SSO).

·       Demonstrate skills in architecture frameworks, tools, and technologies, including web servers (e.g., IIS, Tomcat) and operating system frameworks with relevant scripting languages (e.g., PowerShell, Batch scripting).

·       Exhibit a strong understanding of Azure technologies relevant to the solutions, including native SaaS or containerized applications, deployment models, and CI/CD pipelines using GitHub and Jenkins.

·       Show capability in cloud operational activities, including deployment troubleshooting, application availability, monitoring, and automation (e.g., Python, RPA).

·       Demonstrate strong application performance engineering skills, including DB health analysis and proactive performance reviews based on KPIs.

·       Demonstrate high technical expertise in supporting relevant solutions, including:

·       DBMS (e.g., SQL, Oracle) for application support, including writing, reviewing, and improving queries and procedures.

·       Code debugging across relevant programming languages.

·       Platform support engineering, including troubleshooting API and Mulesoft integrations, as well as mobile application issues.

·       Exhibit high expertise in contemporary SaaS technical toolsets (e.g., AppDynamics, Splunk) for monitoring solution health and investigating application issues, analyzing trends to eliminate recurring problems.

What we are looking for:

·       Bachelor's degree (or equivalent) in Computer Science or Engineering or other relevant discipline.

·       5-8 years of corporate experience in customer facing roles as a consultant in Application/Production support

·       Immediate Joiners Preferred

·       Coimbatore relocation preferred

·       Supply chain/SaaS exposure preferred

·       Ability to resolve complex problems with minimal guidance.

·       Excellent computer skills with in-depth knowledge of operating systems, client/server technology, ERP systems, Integration and Middleware technologies and applications

·       Good communication skills

·       Experience in IT support

·       Collaboration across different regions/teams

·       Zeal for continuous improvement/Innovation

·       Align to the values, priorities, and culture of the organization

·       OOPS / Object oriented programming concepts

·       SQL Server / MS SQL scripting

·       PowerShell Scripting

·       Good knowledge on relational database concepts

·       Fundamentals of Object-Oriented Programming

·       ITIL certification

·       Demonstrate high technical expertise in supporting relevant solutions, including:

·       DBMS (e.g., SQL, Oracle) for application support, including writing, reviewing, and improving queries and procedures.

·       Code debugging across relevant programming languages.

·       Platform support engineering, including troubleshooting API and Mulesoft integrations, as well as mobile application issues.

·       Exhibit high expertise in contemporary SaaS technical toolsets (e.g., AppDynamics, Splunk) for monitoring solution health and investigating application issues, analyzing trends to eliminate recurring problems.

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: Core Values

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.