{"id":2177488,"url":"https://alion.io/job/rhondos-powerconnect-consultant","title":"PowerConnect Consultant","company":{"id":4375914,"name":"\" + year + \" RHONDOS\"","domain":"rhondos.com","url":"https://alion.io/company/rhondos","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Solutions","role_family":"Solutions","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Dynatrace","optional":false},{"name":"Post-training","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Splunk","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-15T18:55:37Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"RHONDOS Inc. is looking for a consultant to join our Centre of Excellence within Customer Support & Professional Services. This shift-based, senior technical role owns the full lifecycle of PowerConnect customer support from frontline Level 1-2 incident response through complex Level 3 troubleshooting and root cause analysis while also serving as the technical subject-matter expert for pre-sales proof-of-concept engagements, customer training, installation and upgrade delivery, use case development, and internal SAP systems support. You will contribute to the CoE's knowledge base and diagnostic playbooks, and help continuously improve support processes, deployment automation, and training delivery across the team.\nKey Responsibilities\nShift-Based L1-L2 Support\nAdhere to the assigned shift schedule, ensuring on-time handovers with thorough and accurate shift notes.\nServe as a first point of contact for PowerConnect customer support requests within the assigned shift.\nTriage, investigate, and resolve Level 1-2 incidents in line with established SLA thresholds and priority rules.\nLog and maintain accurate records of all incidents, resolutions, and workarounds in the ticketing system.\nMonitor PowerConnect system health dashboards and proactively identify potential service disruptions.\nMaintain a shift log of all active issues, pending tasks, and customer communications.\nProvide structured handover briefings to the incoming shift team, ensuring continuity of open issues.\nFollow on-call and escalation protocols when critical incidents arise during or outside shift hours.\nPowerConnect Troubleshooting & Root Cause Analysis\nConduct thorough root cause analysis on recurring, high-severity, or business-critical incidents, producing structured RCA reports.\nAnalyze system logs, traces, configuration files, and network data to diagnose deep technical issues.\nDevelop and document workarounds, fixes, and preventive measures based on RCA findings.\nCollaborate with product engineering teams to report confirmed defects and track resolution through the product release cycle.\nBuild and maintain an internal knowledge base of known issues, resolution patterns, and diagnostic playbooks.\nReview incident trends across the support queue to identify systemic problems and initiate problem management actions.\nPre-Sales & PoC Technical Support\nSupport the technical delivery of PowerConnect proof-of-concept engagements, including environment setup, configuration, and validation against customer-defined success criteria.\nRespond to deep technical questions from Sales Engineers, prospective customers, and existing customers, providing accurate, well-structured answers on architecture, integration, and product behavior.\nJoin customer calls as the subject-matter expert, providing live technical support on PowerConnect capabilities, configuration options, limitations, and integration scenarios.\nAnalyze customer technical requirements during PoC engagements and advise on the most suitable PowerConnect configuration and deployment approach.\nTroubleshoot technical issues that arise during PoC execution, ensuring blockers are resolved promptly to maintain engagement momentum.\nDocument PoC outcomes, technical findings, and configuration details to support handover to professional services and post-sales teams.\nOOTB Functionality Training\nDeliver end-user and power-user training on PowerConnect out-of-the-box features, standard workflows, and core modules.\nDesign and develop training curricula, session plans, and supporting materials tailored to customer roles and use cases.\nConduct administrator training sessions covering user management, roles, permissions, system configuration, and routine maintenance.\nDemonstrate dashboards, reporting capabilities, and integration touchpoints to both technical and business audiences.\nProduce quick-reference cards, knowledge-base articles, and e-learning content based on common customer questions and feedback.\nAssess trainee comprehension through practical exercises and provide structured corrective feedback.\nCollect post-training feedback and continuously refine session content to reflect product changes and learner needs.\nInstallation & Upgrade Services\nLead end-to-end PowerConnect installation projects for new customers, following and contributing to validated deployment runbooks.\nPlan and execute version upgrades and patch deployments in customer environments, including pre-checks, execution, and post-validation.\nConduct environment assessments covering OS, database, network, and infrastructure prerequisites prior to any deployment.\nPerform comprehensive data validation and technical checks after each installation or upgrade.\nCoordinate maintenance windows with customers and internal stakeholders to minimize business impact.\nDocument environment configurations, architecture decisions, and all changes in the customer asset register.\nReview and contribute to runbook improvements based on lessons learned from field engagements.\nUse Case Development\nIdentify, define, and document PowerConnect use cases based on customer requirements, industry trends, and product capabilities.\nCollaborate with customers, Sales Engineers, Customer Success Managers, and product teams to translate business problems into structured PowerConnect solutions.\nBuild and validate use case demonstrations and reference configurations that can be reused across customer engagements.\nDevelop use case documentation including business context, solution design, configuration steps, and expected outcomes.\nMaintain a library of approved use cases and solution patterns for use by the broader CoE and Sales Engineering teams.\nPresent use case concepts and solution designs to customer stakeholders at both technical and business levels.\nContribute use case insights back to the product team to inform roadmap prioritization and feature development.\nInternal SAP Systems Support & Maintenance\nProvide support for internal SAP system issues raised by business users, logging and tracking tickets to resolution.\nPerform routine SAP system maintenance tasks including user administration, role assignments, and authorization checks.\nMonitor SAP system performance, job scheduling, and batch processing; escalate anomalies to senior administrators.\nApply SAP notes, support packages, and minor patches under the guidance of senior team members.\nAssist with SAP transport management - importing and releasing transports across development, QA, and production landscapes.\nSupport periodic activities such as system refreshes and client copies.\nMaintain internal documentation for SAP configurations, known issues, and standard operating procedures.\nContinuous Improvement & Development\nMaintain expert-level knowledge of PowerConnect releases, patches, and product roadmap updates.\nContribute to and govern the CoE internal knowledge base, ensuring documentation is accurate, current, and actionable.\nParticipate in CoE team meetings, retrospectives, and internal enablement sessions; actively contribute technical insights.\nPursue relevant advanced certifications and training in PowerConnect and adjacent technologies as agreed with management.\nIdentify opportunities to improve support processes, deployment automation, and training delivery across the CoE.\nShare field experience and technical findings with junior consultants through structured coaching and knowledge-sharing sessions.\nRequirements\nRequired Qualifications\nBachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.\n3+ years of experience in technical support, professional services, or consulting for enterprise software.\nHands-on experience with PowerConnect (or comparable enterprise SAP-integration/observability software) administration, configuration, and troubleshooting.\nExperience conducting root cause analysis on high-severity incidents and producing structured RCA reports.\nFamiliarity with SAP system administration fundamentals (user/role management, transport management, job scheduling, system monitoring) and experience with SAP Basis or SAP administration tooling.\nExperience delivering technical training or enablement sessions to both technical and business audiences.\nAbility to read system logs, traces, and configuration data to diagnose complex issues.\nExperience serving as a subject-matter expert on customer calls or proof-of-concept engagements.\nExperience with Splunk, Dynatrace, or Elastic.\nExperience with ticketing systems.\nWillingness and ability to participate in an on-call escalation rotation.\nPreferred Qualifications\nExperience supporting pre-sales or proof-of-concept (PoC) engagements for enterprise software.\nExperience leading installation, upgrade, or migration projects in customer production environments.\nSAP certification(s) (e.g., SAP Certified Technology Associate) or PowerConnect product certification.\nExperience building or contributing to a knowledge base, runbooks, or diagnostic playbooks.\nITIL Foundation certification or familiarity with incident and problem management frameworks.\nBenefits\n Employment for this role is structured through an Employer of Record (EOR) in your country of residence.\nFull statutory benefits and entitlements for the country of residence - including paid annual leave, public holidays, sick leave, and pension or social insurance contributions as applicable.\nPaid PowerConnect and SAP certification training and professional development budget.\nWe also offer:A fully remote-first working environment with genuine flexibility\nCompany-provided equipment","description_format":"text","description_chars":9633,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-09T14:18:56Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring 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