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Generalist mid-level support role with broad skillset requirements at a known enterprise increases competition.
Technical support skills transfer across industries, though supply-chain SaaS knowledge gives modest domain bias.
Explicit years plus mandatory technical stack and certifications make filters stringent.
Provide end-to-end support and solution ownership for customer application issues, driving increased customer satisfaction and service quality.
Plan and implement continuous improvements in operational processes using metrics tracking, lean methodologies, and automation to enhance service delivery.
Manage Tier 2/3 support including case resolution, SLA compliance, knowledge base creation, and coordinating team activities including shift and on-call rotations.
Bachelor's degree in Computer Science, Engineering, or relevant discipline.
2-4 years corporate experience in customer-facing roles within Application or Production support.
Technical skills: SQL Server/MS SQL scripting, PowerShell scripting, OOPS concepts, relational database knowledge, ITIL certification.
Immediate joiners preferred; experience with supply chain/SaaS and cross-regional collaboration experience beneficial but not mandatory.
Strong in problem investigation and resolution with minimal guidance, focusing on root cause analysis and proactive value addition to service.
Experience working with operating systems, client/server tech, ERP, integration/middleware, and cloud technologies (MS Azure environment preferred).
Capable of managing and coordinating team activities, facilitating cross-team collaboration, and sustaining high service levels under shift and on-call conditions.