Sr Support Engineer I - PLSQL & RDBMS

Scope:

• We are a leading SaaS and AI-driven Global Supply Chain Solutions software product company and Glass Door's “Best Places To Work”

• The only company recognized as a Leader in 3 2021 Gartner Magic Quadrant reports covering supply chain planning solutions, transportation management systems, and warehouse management systems

Our current technical environment:

• Software: RDBMS (Oracle PL/SQL, MS SQL server), Windows, Unix.
• Application Architecture: Scalable three tier web application.
• Cloud Architecture: BY Private cloud, MS Azure
• Frameworks/Others: Tomcat Apache, RDBMS, Jenkins, Oracle 

What you’ll do:

• Understands how BY solutions can be configured to better facilitate client business processes.
• Be able to understand customer issues and take appropriate approach to resolve the same.
• Own and resolve all severity cases for Europe/US customers
• Work with Cloud team and resolve technical issues related to cloud services like compute, storage, networking, databases, and security. 
• Troubleshooting problems with cloud infrastructure, applications, and data, while monitoring cloud environments, configuring settings, and collaborating with internal teams
• Adheres to Service Level Agreement and evaluates Incidents to determine if they are likely to reoccur.
• Reviewing SLA reports that are prepared by Project Manager / sent to Service Delivery Managers
• Perform Root Cause Analysis and permanent fixes
• Adheres to priority-based management based on impact + urgency
• Maintain knowledge of customer solutions and customization.
• Co-ordinate with various teams like BY product development, consulting and different vendors and customers or during upgrades or patch updates.
• Utilize instant messenger and other tools to collaborate globally.

What we are looking for:

• Bachelor’s degree (B.E/B.Tech/M.Tech Computer science or related specialization) and minimum 5 to 8 years of experience as a support analyst.
• Hands-on support experience and background in PL/SQL, Oracle database.
• Hands-on Support experience in Unix Batch scripting.
• Strong communications skill and should be able to communicate effectively with the global stakeholders.
• Strong experience in support activities and handling customers.
• Experience with Agile, Scrum & DevOps.
• Retail and Supply chain domain experience

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.