Expert Support Engineer - Cloud @ Blue Yonder

Position is focused on supporting various BY 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 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 10 to 14 years of experience in Product Support / Implementation support.

Skill set and availability requirements as per the organizations 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 BYs product suite so as to convey relationships and touch-points to the customer.
Works with appropriate parties to ensure issues are resolved.