Support Engineer

- - - - - - - - - - - -

NRP/NRI: N

Experience Range:  3-5 Years

Functional skills:  Oracle Apps  - Order management, Receivables, Inventory, TCA architecture, Pricing Modules(OZF,QP)( Good to Know)

Technical skills:  Good knowledge of SQL, Pl/SQL desired.

Other skills:  Experience & willingness to work in support project and Shifts(Not Rotational), Understanding of support tools like service now, Jira, Splunk

Good Analytical and Debugging skills.

KEY EXPECTED ACHIEVEMENTS
Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.​

Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.​

Change Management: Participation in the change management process​

Problem Management: Participation in the analysis of root causes of incidents​

Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled.​

Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.​

Knowledge Management: Lessons learned from activities are ensured to be documented and shared.​

Service Level Management: the performance management system is understood and alerts on cases of issues are set.