Product Support Analyst

Key Responsibilities –

• Collaborate closely with clients to gather and analyse business requirements, identify challenges, and recommend improvements/workaround in warehouse operations.
• Understanding of Support Operation process, SLA, etc.
• Techno-Functional Support professional with a strong background in Java and SQL database management.
• Provide L1/L2/L3 support for Java-based applications, including debugging, troubleshooting, and resolving production issues.
• Knowledge of ITIL processes, incident, problem, and change management
• Define end-to-end warehouses processes, solutions, and application configurations aligned with agreed business objectives.
• Analyse application logs and error messages to identify root causes.
• Perform integration activities understanding of process definition, testing, deployment and testing support, and documentation.
• Coordinate with development team and product Managers to for JIRA activities and deliver high quality work.
• Work with the product development team by proposing enhancements and improvements based on client feedback.
• Monitor application and database performance; propose improvements.
• Work independently and collaboratively to achieve team goals and contribute to continuous process improvements.
• Maintain up-to-date product, industry knowledge, and professional skills.
• Analytical and problem-solving mindset with quick learning ability.
• Ability to work under pressure and manage multiple priorities
• Collaborative team player with good interpersonal skills

Basic Qualifications –

• Minimum Qualification BE , BTech with 5+ years working experience in Warehousing or Supply chain logistics.
• Should be able to work in the rotational shifts as required, ability to collaborate with diverse and geographically distributed cross-functional teams.
• Understanding of Cloud infrastructure such as AWS, Google Cloud, Azure.
• Reliability and deadline-driven approach.
• Ability to forge a strong relationship with the customer and become trusted advisor.
• Strong organizational skills & time management skills.
• Strong oral and written communication that effectively articulates complex ideas.
• Ability to work independently and as a part of a team but also self-motivated.
• Confident, independent, sense of ownership, conscientious, strong analytical and problem-solving skills, good communication skill.

Preferred Qualifications -

• Experience in Warehouse Management System (WMS) preferably in Infor WMS, SCE, WM9.
• Experience in other best of the breed WMS products will be considered i.e. Exceed, Blue Yonder, Manhattan Associates, SAP WMS or High Jump.
• Have work experience in the implementation of IT software projects, and understanding of technical elements in IT software such as: HTML, XML, Programming languages, SQL, Apache, reporting tools etc.
• Experience working with troubleshooting tools like SUMO Logic, JACK DB, Splunk.