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 prog