dunnhumby
Gurgaon
Consulting
Gurgaon
Most companies try to meet expectations, dunnhumby exists to defy them. Using big data, deep expertise and AI-driven platforms to decode the 21st century human experience – then redefine it in meaningful and surprising ways that put customers first. Across digital, mobile and retail. For brands like Tesco, Coca-Cola, Procter & Gamble and PepsiCo.
We are looking for talented Product Support Engineer, As Product Support Engineer within Price and Promotion, you will be a Subject Matter Expert for all Price and Promotion Solution areas and will be the primary contact for dunnhumby clients beyond any solution implementation for any software related issues
Key Responsibilities
- Providing support to users of Price and Promotion solutions, taking ownership of issues from assignment to resolution.
- Where defects with the software are identified that require escalation to the Product Management and Development teams ensure that these are fully documented and communicated to those teams.
- Serve as subject matter expert for Price and Promotion solutions answering solution related inquiries from both external clients and internal stakeholders.
- Ensure that Service Level Agreements are adhered to in relation to all Support related incidents
- Delivering all tiers of Support to clients via telephone and web and communicating fully with those clients throughout the process of triage and resolution to ensure that they are always aware of the status of their solutions and the client value of solutions is maintained.
- Analysing and resolving data queries arising from source data or escalating to the relevant team where appropriate
- Ensure the continued execution of batch processes in line with solution availability agreements which includes support of processing within a 24 * 7 * 365 model
- Assisting in the delivery of Implementation projects by advising on solutions, configuration, best practices as well as triaging product related issues that arise from those.
- Working with the DevOps team, ensuring the successful delivery of software to the operational environment
- Use solution expertise to articulate and recommend options to non-custom client requirements and enhancements.
- Contributing to the development and maintenance of a knowledge base covering Price and Promotion solutions.
- Helping to define and scope the direction and continued improvement of all Support functions within the organization.
- Maintain an up to date knowledge of products supplied to our client, including latest developments to their products
- Monitoring and investigating any performance issues that are affecting solution performance and make recommendations to database tuning, configuration, data purging, batch configuration as required to resolve the issues.
Knowledge and Experience
- 3+ years of Systems/Applications Support working experience within the scope of a client facing Support team
- Experience of defect, release and change management within the ITIL Framework
- Fluency in querying and investigating data in SQL.
- Incident management and process understanding
- Experience of software development concepts, lifecycle and technologies
- Experience of modern and traditional process scheduling techniques (Windows batch scheduling, Airflow)
What you can expect from us
We won’t just meet your expectations. We’ll defy them. So you’ll enjoy the comprehensive rewards package you’d expect from a leading technology company. But also, a degree of personal flexibility you might not.
Plus, thoughtful perks, like early finish Friday and your birthday off.
You’ll also benefit from an investment in cutting-edge technology that reflects our global ambition. But with a nimble, small-business feel that gives you the freedom to play, experiment and learn.
And we don’t just talk about diversity and inclusion. We live it every day – with thriving networks including dh Women’s Network, dh Proud, dh Parent’s & Carer’s, dh One and dh Thrive as the living proof. Everyone’s invited.
Our approach to Flexible Working
At dunnhumby, we value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work.
We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruiter, as we are open to discussing agile working opportunities during the hiring process.
For further information about how we collect and use your personal information please see our Privacy Notice
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