Job Description
In this role, you will be the first line of defence for our flagship Infor Enterprise CloudSuites. This isn’t your standard IT troubleshooting job. You will develop a highly sought-after “Techno-Functional” skillset. This means you won’t just look at code and APIs; you will understand the business processes behind them. You will learn how a manufacturing delay impacts a financial ledger, and how to troubleshoot the cloud architecture, Business Object Documents (BODs) , Business Data Entities (BDEs), and APIs (REST, Micro services) that tie it all together.
You will get hands-on experience with modern cloud platforms while developing world-class enterprise communication skills, supporting global IT administrators and business leaders.
What You Will Do (Key Responsibilities)
Dual-Mindset Problem Solving: You can zoom out to understand the business impact (the “Functional”) and zoom in to read the error logs (the “Technical”).
- Techno-Functional Troubleshooting: Act as the primary technical point of contact for global enterprise customers experiencing issues within Infor Enterprise CloudSuite modules, including Planning, Manufacturing, Warehousing, Sales, Purchasing, Inventory, and Finance.
- Integration Diagnostics: Investigate data sync failures and API/BOD/BDE payload errors between the core ERP and specialty edge solutions like PLM (Product Lifecycle Management), Localized Services (Local.ly Services), Supplier Exchange, and Factory Track/Barcode systems.
- Platform Technology Mastery: Learn and support the underlying Infor platform components, including troubleshooting Business Intelligence (BI) dashboards and the Data Fabric layer that connects the ecosystem.
- Process Mining / Gen AI/ RPA/ IDP Automation Diagnostics: Learn and support the underlying Technological platform components.
- Log Analysis: Read and interpret cloud infrastructure logs, application error traces, and JSON/XML payloads to isolate whether an issue is a functional configuration error or a technical backend failure.
- Clear Communication: Translate complex techno-functional findings into clear, concise, and empathetic updates for customers (ranging from Warehouse Managers to IT Directors) in global English.
- Cross-Functional Collaboration: Package heavily researched, well-documented tickets to escalate complex bugs or cloud infrastructure issues to our CloudOps and Core Engineering teams.
Education & Experience:
- B.Tech / B.E. in CSE/IT/ECE/ EEE/ Industrial/Production Engineering or B.S. in Electronics (Recent graduates or 1-2 years of experience).
Technical & Functional Foundations:
- Business Acumen: A basic conceptual understanding of business operations (e.g., what a Supply Chain is, basic manufacturing flows, or foundational accounting) is a massive advantage.
- The Web & APIs: Solid understanding of how systems communicate (HTTP/HTTPS, REST/SOAP APIs, JSON, XML).
- Database Basics: Ability to write and understand SQL queries to search, filter, and trace data discrepancies.
- Cloud Concepts: Basic knowledge of Cloud platforms and SaaS architecture.
Preferred skills and experience:
Platform & Programming: AI/ML, RPA, Python language understanding and its application
Bonus points for relevant internships/projects in ERP systems/ Integrations
Core Competencies (The “Soft” Skills):
- Global Communication: Excellent written and verbal English skills. You can explain a technical problem without using confusing jargon.
- Adaptability: Willingness to work in a dynamic 24×7 environment, including rotating shifts (Morning, Afternoon, or Night) to support our global customer base.
- Dual-Mindset Problem Solving: You can zoom out to understand the business impact (the “Functional”) and zoom in to read the error logs (the “Technical”).
