Job Description

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.



Note: The role will require the person to support in night shifts (10 pm IST to 7 am IST)

The Technical Analyst position plays an important role in the provisioning and delivery of services requested by Cloud and On Premise customers and in ensuring smooth conduct of Cloud Operations. The Technical Consultant II is responsible for installing, configuring, maintaining and upgrading QAD, QAD Divisional and third party/partner products on QAD Cloud environments and delivers services requested by Cloud customers.

With his/her technical skills they must contribute to the achievement of Cloud server uptime metrics and other SLA\xe2\x80\x99s defined in the yearly Cloud strategic objectives.
They should be well conversant with all established processes and procedures of the Cloud Service Management System and is expected to be compliant with ISO 20000, ISO 27000 and any other standards that Cloud Operations is certified against.

1. Change Management & Release and Deployment Management:

• Creating RFC (maintenance window) documents for the installation/upgrade activities in strict compliance with document procedures and work towards securing approval for execution of the RFC tasks.
• Executing the approved RFC\xe2\x80\x99s on Cloud customer environments if the requisite certification level has been achieved.
• Work towards building certification levels to perform install/upgrades of QAD/QAD Divisional and partner products.
• Execute environment creation, environment cloning, and server migration/upgrade projects for B & C customers.

2. Incident Management & Problem Management:

• Working on assigned incidents and resolving them as per defined Service Level Agreements (SLAs).
• Handles outage situations fairly independently and prepares RCA documents for the outages.
• Root cause analysis of low APA% instances and medium to high complexity issues that are recurring in nature. Employs DMAIC approach to problem solving
• Documenting in detail, all analysis and correspondences throughout the issue resolution process; provides pro-active status updates to customers.
• Routing (ACD, Live Chat, Web) as per established schedules and consistently follow the support process.

3. Service Requests Management:

• Perform database refreshes and other DBA tasks
• User administration
• Printer Management
• Batch Management
• Other Cloud environment tasks/activities as assigned
• Pre-live customer environment management tasks
• Create performance analysis reports.
• Kbase article creation , report creation & work instruction creation/modification
• Participate in Internal Audit. Certification in QAD\xe2\x80\x99s product as

required. * Other duties as assigned

4. Environments Monitoring:

• Production Monitoring
• Non-Production Monitoring
• Special/manual monitoring ,if any

Qualifications

• Education/Licenses: BE/ B Tech/ MCA
• Experience: 2-3 years of QAD and Progress products technical experience which includes experience installing/upgrading the products and performing Progress DBA tasks
• Computer skills: Linux skills are a must. Should be well versed with RDBMS concepts and should be comfortable performing Progress DBA tasks as well as QAD products installation, configuration, administration and technical troubleshooting.
• Other knowledge or skills: SQL knowledge, QAD PKS certifications & other industry relevant certifications are good to have.
• Required Travel: 5 %
• COMPETENCY MODEL GROUP: CO - Cloud Operations

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

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About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD\xe2\x80\x99s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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QAD