Blue Yonder - Senior Support Engineer II

Description :

Scope :

Position is focused on supporting various Blue Yonder Planning solutions in Demand/Fulfillment/Supply Planning space across Retail and Manufacturing verticals. Needs to work with cross functional teams including Product Development, Consulting and Support services. Provides technical and non-technical support during the Steady state period. Provides primary user support and verifies that the system provides the required business functions and maintains data integrity.

Our current technical environment :

Software : BY Demand, BY Fulfillment, BY ESP, BY Inventory Optimization

Cloud Architecture : MS Azure Frameworks/Others : PL/SQL, RDBMS

What youll 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 :

- Bachelors degree minimum 8 to 12 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 Yonder's product suite so as to convey relationships and touch-points to the customer.

- Works with appropriate parties to ensure issues are resolved.