Roles and Responsibilities

• Act as the initial point of contact for all BY TMS Solutions related cases from customers or other internal stakeholders.
• Responsible BY TMS Solution suite installation and configuration including understanding of associated 3rd party components.
• Responsible for monitoring proactive alerts and driving corrective and preventive actions to ensure solution availability.
• Respond to customer inquiries and assist in troubleshooting and resolving challenges.
• Understand Technical end to end architecture of a customer´s BY TMS solution through early engagement and knowledge transition from the implementation teams
• Assist with Technical upgrades and rollouts, by providing assistance on change requests and other technical troubleshooting
• Follow ITIL best practices and other BY processes for incident, problem and change management and other Deploy & Operate activities
• Document resolution steps on Knowledge Articles to promote case deflection.
• Work closely with the BY TMS Solution Experts for complex issue resolution including Product Development.
• Continuous learning on latest BY TMS Solutions.

Required Technical and Professional Expertise

• Bachelor’s Degree in Engineering or Masters Degree in Computer Applications or other equivalent technical field
• Strong hands on with JDA Demand planning, Fullfilment
• Experience with integration of JDA and other platforms / packages
• Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java/.Net/C++, python, shell scripting, PowerShell)
• Cloud (Azure preferred), Log analysis and networking tools (i.e. AppDynamics, Splunk) certification on Azure fundamentals, (will be added advantage)
• Working knowledge of Oracle SQL and MS SQL
• Experience in supporting MuleSoft, webservices (Rest/SOAP PI ) based integrations
• Communication
• Associate has good English language Skills (both verbal and written)
• Associate has expert customer service/phones skills – should be able to help customers on phone
• Must have excellent technical documentation skills
• Personality Fit
• Ability to work calmly under pressure and meet deadlines
• Ability to work under guidance from Level 3 / Senior associates and is a team player
• Must be self-motivated
• Able to work flexible hours, including evenings, weekends, as warranted by the situation in critical times or to manage customer escalations