Support Engineer 2 - Application Support, Oracle SQL, PLSQL, Unix/Linux, Windows, Shell Scripting

Scope: Core responsibilities are 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, enhance solution stability and service quality, eventually enabling an 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, Virtual 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 the customer's requirements are generic and a good fit for the product's future state.
• Understand database structures and various functional platforms and infrastructures.
• Understand BY's product suite to convey relationships and touchpoints to the customer.
• Responsible for the quality of service, including communication, resolutions, and case content.
• Maintain customer satisfaction - level of service, monitor SLA compliance.
• Ensure quantity and quality content in the Knowledgebase; create knowledge base articles for recurring issues.
• Manage day-to-day team activities ensuring adherence to operational guidelines.
• Adhere to department and company operational guidelines, meeting organization and personal goals.
• Work in shifts on a rotation basis and be on-call over weekends on a rotation basis.
• Expertly utilize support tools (ServiceNow, JIRA) to expedite case resolution.
• Provide functional and/or technical support during a customer's product implementation and "go-live" periods.
• Understand business features and functionality to be provided by the product.
• Work in a cross-functional capacity to support quality design, development, and testing.
• Investigate all angles and identify the root cause to solve a variety of problems; proactively evaluate and promote the same outlook in the team.
• Strive to add value to the service delivered, keeping in mind the underlying customer's needs; be aware of the financial implications of actions and act appropriately.
• Be aware of the potential of the team and support them to develop new skills; resolve conflicts effectively and delegate tasks effectively.
• Plan and coordinate routine activities and also perform contingency planning.
• Liaison and network with stakeholders outside the immediate team to facilitate team or business objectives; encourage an atmosphere where teamwork thrives.
• Be willing to learn new things and take on challenges with a positive outlook; look forward to every new opportunity as a 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 with the values, priorities, and culture of the organization.
• OOPS / Object-oriented programming concepts.
• SQL Server / MS SQL scripting.
• PowerShell Scripting.
• Good knowledge of relational database concepts.
• Fundamentals of Object-Oriented Programming.
• ITIL certification.

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.

Locations

• IND - Coimbatore (708)