Job description 

Scope:

• The Blue Yonder Planning ASRE Team is responsible for improving customer experience by proactively resolving upstream product issues, deployment problems, and enhancing support capabilities through tools, technology, and subject matter expertise.
• For our SaaS & Cloud customers, we handle all aspects of solution support, including proactive monitoring, application support, product support, change requests, service requests, as well as end-to-end workflow support.
• To achieve success, we work in an integrated model, collaborating closely with other cross-functional/development teams to foster a more controlled environment.
• We are seeking an astute individual that has a strong performance tuning background on Oracle DB and Oracle DB driven Application with the additional ability of performance benchmarking for this position.
• Core responsibilities to support the Performance Engineering of Planning Product Suite
• Proactively working with multiple stakeholders (Product Development/Consulting/Application Support) to improve Customer Experience w.r.t solution performance.

Technical environment:

• Database: Oracle (SQL & PLSQL)
• Software: Java, Python, GIT, Rest API, OAuth, MuleSoft
• Middleware: WebLogic, WebSphere, Tomcat
• Application Architecture: Scalable, Resilient, event driven, secure multi-tenant Microservices architecture
• Cloud Architecture: MS Azure (Application gateway, Virtual Networks, Event Hub, Azure AD)
• Frameworks/Others: Spark, AppDynamics

What you'll do:

• Deliver flawless application support to BY customers by resolving complex performance issues.
• Drive, as a lead SME, resolution of escalated and complex performance issues in collaboration with multiple BY and customer stakeholders.
• Implement proactive performance improvement plans to improve solution and service stability.
• Deepen competency on end-to-end solution architecture, performance engineering and relevant SaaS tools OR business processes.
• Own Tier 1 customers solution as required and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service.
• Drive and executes on operational improvements (ex: automation, process changes etc.)
• Deliver excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional/performance related issues.
• provide direction and inputs for Root Cause analysis and proposes prevention ideas.
• guides/assists team members to resolve medium complexity issues.
• Understand and triage critical/complex customer issues, conducting any necessary technical research, and create knowledge articles for recurring cases.
• Provide direction and inputs for Root Cause analysis and proposes prevention ideas.
• Contribute to achieve site reliability engineering KPI targets.
• Drive and execute operational improvements (ex: automation, process changes etc.)
• Communicate product and solution expertise to internal teams and customers.
• Work closely with Product Development to improve product quality.
• Engage early in implementation and work on case deflection.

What we are looking for:

Industry Experience:

•  Bachelor’s degree (STEM preferred) and minimum 5 to 8 years of total experience using Oracle Database; ideally a candidate who has Database Development, Administration and exclusively Performance Engineering experience for last 3-4 years.
• Strong understanding of Oracle Database and Internals.
• Advanced SQL and PL/SQL development and tuning skills.
• Code Debugging.
• Very strong application performance engineering skills
• Analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
• Have expertise in batch /Integration scripts using Perl, Shell, DOS
• Understanding of Network and Security Fundamentals.
• UI performance / Batch workflow optimization
• Database Health Check.
• Expertise in analyzing and suggesting recommendations based on AWR and NMon reports
• Root cause analysis for failures related to deadlocks, blocking sessions, wait state, I/O latency
• Exposure to tool-based automated performance testing (ex: Jmeter)
• Monitor application health and investigate application issues.
• Exposure to AppDynamics APM and Performance Benchmarking will be an added advantage
• Exposure to Blue Yonder Applications will be an added advantage
• Previous experience providing software support to customers in on-premise and/or cloud-hosted environments;
• Possesses basic knowledge of relevant industry domain and business processes of the customers
• Understands SAAS consumption, adoption and business value KPIs related to planning solution

Technical Skills:

• Experience with Oracle database SQL and PL/SQL Tuning.
• Demonstrates strong analytical and problem-solving skills.
• Knowledge of operating systems (e.g., Windows, UNIX, LINUX).
• Understanding of scripting languages – Unix Shell Scripting,  Python, PowerShell etc.

Soft Skills

• Must have excellent communication and interpersonal skills to interact with global customers, business users and internal personnel, with an emphasis on follow-through and reporting.
• Collaborates relentlessly, passionately and respectfully with various BY teams, customers and partners.
• Leads by example demonstrating professionalism during internal and external conversations, understands cultural differences and diversity.
• Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
• Must be self-motivated and a quick learner - adapt to new technologies, platforms, and integrations.
• Able to work flexible hours, including evenings and weekends, as warranted by critical situations or to manage customer escalations.