Sr. Support Engineer

Our Current Technical Environment Software: Blue Yonder Demand, Blue Yonder Fulfillment, Blue Yonder Inventory Optimization Cloud Architecture: MS Azure Frameworks/Others: PL/SQL, RDBMS What You'll Do Understand the implemented solution/ products Analyze the issues, identify Root cause and find the permanent solution to any problem Adheres to SLA based on the severity of the customer cases. Complete the product certification courses assigned. Document the learning and building the knowledge content Provide early visibility and mitigation to technical challenges through the journey. Confidently represents product and portfolio, including vision and functional and technical roadmaps, within the company and, when necessary, to strategic customers Should be one of the key stakeholders during Solution design phase and understand the scope for the specific solution/process flow for the designated customer Should collaborate with Solution/Technical architect(s) to stabilize the system Enhance/Change the design based on new business requirements by the customer Single Point of contact for all customer requests for the designated solution Manage/Support new roll outs/deployments and handle change requests/enhancements To improve various KPIs for the customer What We Are Looking For Bachelor's degree minimum 5 to 8 years of experience in Product Support / Implementation support. Skill set and availability requirements as per the organization's needs Hands on experience in implementing / supporting Demand & Fulfillment products for multiple customers. Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required Deep understanding of Customer business and processes Worked on other Supply Chain Planning software like SAP-IBP/ APO, o9, Kinaxis, Relex Knowledge in performance tuning techniques is added advantage. Understanding and experience with the technical requirements for the product line assigned. Understanding of various technical platforms and infrastructures. Understands Blue Yonders product suite so as to convey relationships and touch-points to the customer. Works with appropriate parties to ensure issues are resolved.