Blume Global (HQ California, www.blumeglobal.com) is a disrupter in the supply chain software market and has built the next generation cloud first Digital Supply Chain Platform for fortune 500 companies. Blume Global uses its 25+ years of data insights and global network to help enterprises be more agile, improve service delivery and reduce cost removing significant wastage from their operations.
Role Summary:
As an experienced Analyst, you will:
Primarily making our customers think you are magical by resolving complex problems through your technical and product expertise. When
you learn more about our product suite, you will be able to extend your depth of knowledge on the products you support, as well as
expand to new technology stacks and supply chain domain knowledge. To hone your technical prowess, dig deep into database, data files,
logs, and traces to find the source of any problem. Finally, you will be someone our customers trust. They will depend on you to provide
timely and accurate information to their application issues.
Responsibilities:
• Prior experience of working in Application/Production support environment.
• MySQL knowledge and SQL querying abilities are needed. Skills in Python scripting would be advantageous.
• Troubleshooting and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team. Work Independently in the team.
• Problem Management (identifying recurring incidents, notify L3 for permeant fixes)
• Along with Customer Success Manager, participate in Weekly & Monthly reviews with the customers.
• Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.
• Study ticket patterns and suggest improvement. Identify areas that can be automated.
• Experience in Application support ticketing tool such as ServiceNow & Jira
• Thorough understanding of SLA Management & Operational reporting.
• Provide value to the Customer in line to Quality, Process Improvements & Other customer centric initiatives.
• ITIL V3 Foundation Certified and through in-Service management processes, Event Management, Incident, Problem Management & Change Management.
Shubham Vishwakarma
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