About SymphonyAI:

- SymphonyAI Retail is a leading provider of advanced AI-driven solutions and services specifically designed for the retail industry.

- We empower retailers and consumer packaged goods (CPG) companies with innovative technology to enhance their operations, optimize decision-making, and deliver exceptional customer experiences.

Job Summary:

- We are seeking an experienced SCM Sr Consultant with strong expertise in GOLD ERP systems and retail supply chain operations.

- The ideal candidate will play a critical role in stabilizing production systems, supporting post- go- live Hypercare, and driving rapid issue resolution by collaborating closely with Business stakeholders, IT teams, and SCM vendors.

- This role requires exceptional analytical skills, ownership, and the ability to perform under pressure in high- visibility production environments.

About The Role:

Production Support and managed services:

- Monitor production environments, triage incidents, and resolve issues within agreed SLAs for SCM and ERP implementations.

- Conduct root-cause analysis and implement permanent fixes for recurring issues.

- Drive end- to-end resolution by coordinating across Business, IT, infrastructure, and vendor teams.

- ERP & SCM Functional Expertise

Provide functional and technical support for GOLD ERP modules such as:

- Merchandising

- Inventory Management

- Replenishment

- Supply & Demand Planning

- Warehouse Operations

- Manage data flow validations, integration checks, and interface troubleshooting.

- Ensure system changes align with business processes and retail supply chain best practices.

Stakeholder Collaboration:

- Engage directly with Business users to understand operational challenges and priorities.

- Work with IT application teams for bug fixes, enhancements, and environment validations.

- Liaise with SCM vendors and third- party solution partners for timely issue resolution and patch delivery.

- Facilitate discussions between multiple stakeholders to align expectations and outcomes.

Incident Management & Communication:

- Track, escalate, and communicate high- priority issues to leadership and business stakeholders.

- Maintain documentation, SOPs, and knowledge base articles for smooth transitions post- Hypercare.

- Provide periodic updates, reports, and dashboards on incident status and system performance.

Continuous Improvement:

- Identify automation, process optimization, and configuration enhancement opportunities.

- Recommend improvements in system stability, performance, and user experience.

- Support business teams in UAT, training sessions, and adoption of new functionalities.

About You:

- 5-7 years of experience in Supply Chain / Retail production support or Hypercare projects.

- Strong hands- on knowledge of GOLD ERP (Symphony Retail / SR) or similar SCM platforms.

- Expertise in SQL/PL- SQL for issue investigation, data corrections, and analysis.

- Understanding of integration flows, APIs, XML/JSON- based transactions.

- Strong analytical, troubleshooting, and problem- resolution skills.

- Excellent communication skills with ability to work with business users and technical teams.

- Ability to handle pressure, manage escalations, and multitask in dynamic environments.

Preferred Skills:

- Experience working with global retail customers (ASIA markets preferred).

- Exposure to post- go- live support, Hypercare governance, and SLA- driven environments.

- Knowledge of service management tools (CRM, ServiceNow, or equivalents).

- Familiarity with supply chain analytics, cloud environments, or ERP implementation cycles