Lead Support - BY Tms/transportation Management/azure/genai/ml

Job Title

Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's "Best Places to Work". Seeking an astute individual that has a strong techno-functional foundation with strong Application Support Experience in WMS or Supply Chain Domain.

Scope: Deliver flawless application support to BY customers by resolving complex solution issues. Drive, as a lead SME, the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. Implement "Advanced Quality Prevention" plans to improve solution and service reliability. Deepen competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain. Own customer solution and enhances solution stability and service quality, eventually enabling an increase in customer satisfaction, consumption and adoption of the service. Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives. Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical training and supporting in improving the capability and delivery quality of the team. Adopt AI into day-to-day operations.

Our Current Technical Environment: Demonstrates strong technical expertise as required to support concerned solution, for e.g., DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. Code debugging. Platform support engineering (ex: API and/or Mulesoft integration troubleshooting). Troubleshooting Mobile application issues. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc. to monitor application health and to investigate application issues. To analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues.

Work Schedule: Rotational Shifts This role involves rotational shifts, including night shifts, to provide 24/7 application support. Flexibility to work weekends and public holidays as per shift schedule. Ability to handle responsibilities independently during off-hours.

What you'll do: Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues. Provides direction and inputs for Root Cause analysis and proposes prevention ideas. Guides/assists team members to resolve medium complexity issues. Proactively implements "Advanced Quality Prevention" quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures validation frameworks post application patching, upgrades and maintenance. Guides the team to plan and implement "early detection and resolution" as well as "outflow and recurrence prevention" quality strategies. Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders. Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement. Owns solution for customers. Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value. Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness. Monitor and correct solution performance, stability, and sizing during customer roll-out phase. Early engagement in customer implementation projects including agile/multi-sprint projects to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution. To gain very good understanding of customer business process, solution, and architecture. To ensure seamless delivery continuum into Operate through phased go-lives. Demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain. Act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.

What we are looking for: Bachelor's degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support. OS & Platform: Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers. Java/.net Application Troubleshooting: Log analysis, exception tracing, thread/heap dumps. Web & App Servers: Apache Tomcat, WebLogic, IIS etc. Scripting: PowerShell, Python or any scripting language. Databases: SQL Server, Oracle – basic SQL for issue tracing. Networking Basics: Ports, firewalls, load balancer flow understanding. Monitoring & Logging Tools: Splunk, AppDynamics or any relevant tools. ITSM & Ticketing: ServiceNow, JIRA. Experience with Splunk for log monitoring and alert setup. Familiarity with AppDynamics or similar APM tools for performance troubleshooting. Azure Basic/Administrator certification or hands-on cloud admin experience. Understanding of Generative AI concepts and tools (e.g., GitHub Copilot). Exposure to microservices, REST APIs, JSON/XML. Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting. Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency. Familiarity with Generative AI tools for documentation, reporting, and knowledge management.