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Support Manager - WMS - Cloud Services

from 9 to 14 year(s) of Experience


Not Disclosed by Recruiter

Posted: 40 days ago

Job Description

Job Description:


The Functional Consultant (WMS - Warehouse Management System) will be responsible to work with global functional & technical teams under various customer engagements to gather and understand the technical / functional reported issues/problems and drive towards solutions and fixes. Individual will work with region customers/stakeholders to rollout, support our designed products / solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction. Individual should be passionate about working with new technologies, products and demonstrate ability to learn quickly, have good interpersonal & communication skills- verbal & written.


Job Responsibilities:

Be able to understand customer issues and take appropriate actions to resolve the same

Own and resolve all cases for global customers, adhering to defined SLA's

Document learnings and create knowledge articles for repeated cases

Replicate and maintain customer environments

Maintain knowledge of customer solution and customization

Create and Present webinars for customers

Participate in SIG forums and share expertise with customers

Maintain sense of urgency and swiftness with all customer interactions

Act as Technical/Functional POC for all cases

Co-ordinate with various teams like product management, development, consulting, release management, IS as required, while working on the case resolution

Utilize instant messenger and other tools to collaborate globally

Ability to work in shifts and be flexible with the timings

Meet organization and team level goals

Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure

Interact with internal and external stakeholders and reports to management

Identify areas of improvement and scope of automation on routine tasks or activities

Undertake KT for customer transitions, validate transition checklist

Help in meeting team level goals and be a team player

Improve Customer Satisfaction through departmental metrics

Excellent communication and interpersonal skills to interact with internal and external stakeholders with emphasis on follow through and reporting

Identify areas of improvement and scope of automation on routine tasks or activities

"MUST HAVE" Skills:

Domain knowledge: Understanding of Warehouse Management domain. Understanding how WMS integrates with other systems like TMS etc. Any industry specific experience is a big plus.

Conceptual knowledge on listed areas of functionalities in WMS - Inbound / Outbound, Allocation, counts (Cycle & Product), Parcel, Picking, put away, Wave Processing, Work Orders, Yard Management, EMS, Reports etc.

Platform: Working knowledge on Windows, UNIX (Solaris, HP and AIX) OS

Database: Working knowledge of Oracle RDBMS and DB2 UDB experience is a plus. Reading/writing SQL and PL/SQL in Oracle, working with database tools like TOAD.

Miscellaneous Skills: 

Excellent communication, Inter-personal, Analytical and Problem-solving skills

Excellent organization and project documentation skills

Meticulous planning with attention to detail and multi-tasking skills

Has background in Technical Support of enterprise applications or Development experience. And ddemonstrated track record of supporting Tier 1 and Tier 2 companies (Manufacturing/Retail/3PL)


Knowledge on IT infrastructure

o OS - Windows, Unix

o DB - RDBMS Concepts, Oracle, MS SQL Server, SQL/ PL SQL

o Application Related - Java /C -Basics, JVM Architecture, Basics of Integration, Apache /IIS

o Web-application: Understanding of 3-tier web application architecture, experiencing in configuration and troubleshooting of web servers (WebLogic / I planet / WebSphere) (Good to have)

o Cloud Infrastructure - Enterprise, Cloud - Network Setup, 2-3 Tier Architecture, Cloud /Hosting Services, Public Cloud - Azure, AWS etc.

o Other - ITIL, Application Support, Customer Management, problem solving skills, MuleSoft, Salesforce

Knowledge of Blue Yonder (formerly known as JDA Software) / other Warehouse Management and Transportation Management Solutions

Hands on experience on Integrator, MOCA Architecture and MOCA Language

Hands-On experience in product setup, configuration, customization, enhancement

Experience of supporting cloud/ SaaS activities like Rollouts, Application Upgrades on Dev, Test, Prod Environments, Application/ Database Refresh, Environment Setup, Archive & Purging Setup, Adhoc Monitoring Setup, Health Checks, Root Cause Analysis of critical cases

Knowledge & understanding of SQL, PL/SQL programming on any popular databases like oracle, working knowledge of any programming language like C or Java

Experience in scripting languages - Unix Shell Scripting, PowerShell, Python, Perl etc.

Understanding of 3-tier web application architecture, JVM Architecture, experiencing in configuration and troubleshooting of web servers (WebLogic / I planet / WebSphere)

Exposure to ITIL, Salesforce and other operational tools


Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software - Application Programming, Maintenance
Role Category: Senior Management
Role: Program Manager
Employment Type: Full Time, Permanent

Company Profile

JDA Software Private Limited
Supply chains are complex. The answer is simple - Run JDA!
JDA delivers end-to-end supply chain solutions that help you seamlessly connect your supply chain and profit more in an omni-channel world.
With JDA, you can seamlessly deliver for your end-customers, optimizing their experience with your retail store or product €" all while you achieve your profit goals. More than 4,000 JDA global customers use JDA integrated retail and supply chain planning and execution solutions to optimize costs, increase revenue and reduce time to value.

Proven, passionate, game-changers
Innovation doesn't happen overnight. At JDA, we've invested more than 30 years in it. That's why we're the only company on the planet that can say they are a leader in all five Gartner Magic Quadrants focused on supply chain and retail merchandising solutions. And it's why more than 4,000 of the largest retailers, manufacturers, logistics companies and distributors around the globe run JDA!

At JDA, we're fearless leaders. We're the leading provider of end-to-end, integrated retail, omni-channel and supply chain planning and execution solutions for more than 4,000 customers worldwide. Our unique solutions empower our clients to reduce costs, increase profitability and improve collaboration so they can deliver on their customer promises every time. Using JDA, you can plan to deliver.
View Contact Details+
Contact Details

Recruiter Name:Andrew

Contact Company:JDA Software Private Limited