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Metro location, known enterprise brand, and senior technical role with domain specialization.
High domain bias due to TMS/supply-chain techno-functional expertise and SaaS-specific toolset requirements.
Multiple mandatory filters: 8–10 years, ITIL, SaaS/toolset and supply-chain techno-functional expertise.
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Own resolution of complex and escalated application support issues for SaaS-based Supply Chain solutions to ensure service reliability and customer satisfaction.
Lead proactive quality prevention initiatives, including health monitoring and validation frameworks, to improve solution stability and reduce recurring issues.
Engage early in customer implementation projects to provide operability and reliability inputs, and mentor support engineers with technical guidance and training.
Minimum 8 to 10 years of experience in Customer Support or Product Support, preferably in Supply Chain domain (Transportation/Logistics knowledge preferred).
Bachelor’s degree (STEM preferred).
Technical expertise in DBMS (SQL, Oracle), code debugging, API/Mulesoft integration troubleshooting, and SaaS monitoring tools (AppDynamics, Splunk).
ITIL certification and experience with cloud-native architecture, distributed microservices, multi-tenant SaaS solutions, and API management platforms required.
Experienced in leading customer-facing investigations of complex, escalated solution issues and capable of providing technical and solution leadership during critical incidents.
Proficient in end-to-end solution architecture, performance engineering, and SaaS tools with a strong techno-functional background in Supply Chain domain.
Skilled in mentoring teams, delivering technical trainings, and collaborating with multiple stakeholders to drive customer adoption and service improvement.