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Senior Enterprise Service Engineer - Oracle @ e2open

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 Senior Enterprise Service Engineer - Oracle

Job Description

POSITION OVERVIEWThe Senior Enterprise Service Engineer is a member of e2opens Enterprise Service Engineering team for delivering high quality Level 3 customer service to E2open's Supply Chain applications to meet our global customers' Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, have analytical and problem-solving skills, and should be able to work independently with cross functional teams to troubleshoot and resolve problems.Additionally, the Staff Enterprise Service Engineer should have a pro-active and continuous focus in exploring more on functional and technical knowledge of the product/solution to provide quick resolution to problems. The Staff Enterprise Service Engineer will mentor and train new members of the organization.RESPONSIBILITES:
  • Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including code fixes) escalated by customer support team within the agreed customer SLAs.
  • Ensure periodic quality updates on tickets to share the latest status to customers and internal stakeholders.
  • Work on identifying and implementing quick workaround/preventive measures for business continuity.
  • Validate code fixes developed and coordinate/plan the UAT with customer for production fix rollout.
  • Apply code/config changes.
  • Review code/configuration changes performed by the ESE, senior ESE teams.
  • Perform production patch deployment by following e2opens deployment process.
  • Be able to understand customer business and help them in improving the processes with effective usage of available features.
  • Be proactive in identifying and implementing preventative measures for customer problems with better understanding on the customer business processes.
  • Be able to analyze all the complicated technical and functional issues reported to ESE and identifies potential solutions.
  • Be able to troubleshoot Product issues and drive resolution under the guidance of Product Engineering team.
  • Proactively identify customer solution adoption issues and recommend the corrective measures to ESEs/PS/Eng/PM teams.
  • Drive the business users to improve solution adoption.
  • Proactively work with Customer IT team to assess the data volume growth and be prepared to address any scalability issues.
  • Work with cross product PS/Eng team to address any integration issues for Enterprise customers.
  • Analyze reoccurring issues, Develop and Execute the DPP(Defect prevention plan).
  • Collaborate and drive quick resolution with various internal teams namely Product Development, Professional Services, Cloud Operations, and Quality Assurance.
  • Serve as SME and point of escalation for Enterprise customers.
  • Be able to manage strategic and complex Customer solutions.
  • Develop and lead the regular knowledge sharing sessions within the ESE organization.
  • Expected to fill in for the Solution Lead Role when required.
  • Participate in solution transition session from Professional Services to Enterprise Service organization to be self-sufficient with functional/technical skills on customer solution.
  • Engage and participate in continuous improvement plan activities on assigned solution for a stable production environment and reduction on recurring issues.
  • Constantly look for opportunities to automate repetitive or manual activities.
  • Play a leading role in managing the knowledgebase for ESE Organization.
  • Participate in weekly review calls with customers.
  • Ensure all relevant case details are updated accurately and timely.
  • Continuous upskill of functional/technical knowledge on product and customer solution.
  • Participate in on-call rotations as assigned.

    • QUALIFICATIONS AND EXPERIENCE:
  • Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelors Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
  • 5 to 7 years of working experience is preferred.
  • Excellent written and verbal communication skills, including ability to speak and write fluently in English.
  • Excellent time management and organizational skills.
  • Analytical mindset and creative problem-solving skills.
  • Ability to work well both in a team environment and independently.
  • Strong learning desire and willingness to learn new technologies on own initiative.
  • Comfortable working under deadlines and managing customer cases.

    • Preferred but not required:
  • Understanding or experience in Scrum or equivalent agile practice.
  • Understanding of ITIL, incident and problem management.
  • Understanding of Software Development Lifecycle (SDLC) methodologies, version control and configuration management.
  • Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.

    • Technical skills:Experience with JIRA and SVN.
  • Strong Experience of database concepts and SQL/MS-SQL, PL/SQL.
  • Knowledge of SOAP messaging, JSON, XML.
  • Knowledge of Linux and Windows Operation System.
  • PHYSICAL REQUIREMENTS:
  • General office environment and responsibilities requiring:
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday
  • Placing and receiving phone calls

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Engineering - Software & QA
    Role Category: Software Development
    Role: ERP Developer
    Employement Type: Full time

    Contact Details:

    Company: e2open
    Location(s): Hyderabad

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    Keyskills:   Oracle PL/SQL Linux XML JSON MS-SQL SQL Windows Operation System

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    e2open

    At E2open, we?re creating a more connected, intelligent supply chain. It starts with sensing and responding to real-time demand, supply and delivery constraints. Bringing together data from customers, distribution channels, suppliers, contract manufacturers and logistics partners, our collaborative ...

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