Enterprise Service Engineer - Java
- e2open
- 4 - 6 years
- Hyderabad
- 4 months ago
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Job Description
POSITION OVERVIEW
The 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 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 resolution to problems independently.
RESPONSIBILITES:
- Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including config changes/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 workaround for business continuity.
- Validate code fixes developed and coordinate/plan the UAT with customer for production fix rollout.
- Perform production patch deployment by following e2opens deployment process.
- Be proactive in identifying and implementing preventative measures for customer problems with better understanding on the customer business processes.
- Collaborate and drive resolution with various internal teams namely Product Development, Professional Services, Cloud Operations, and Quality Assurance.
- The Enterprise Service Engineer will help and mentor Associate Enterprise Service Engineers to troubleshoot and resolve customer problems.
- Enterprise Service Engineer should manage allocated Customer solution independently.
- 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.
- Participate in creating, maintaining, and utilizing knowledgebase articles.
- Drive and coordinate the 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.
- 4-6 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 under minimal supervision.
- Strong learning desire and willingness to learn new technologies on own initiative.
- Comfortable working under deadlines and managing customer cases.
Preferred but not required:
- Good experience in Scrum or equivalent agile practice.
- Good Knowledge on ITIL, incident and problem management.
- Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
- Good exposure on Software Development Lifecycle (SDLC) methodologies, version control and configuration management.
Technical skills:
Experience with JIRA and SVN.
Supply Only:
- Knowledge of programming language i.e. Java, JavaScript, HTML, XML.
- Knowledge of Microsoft Office suite of tools Excel, Word, Outlook
- Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
- 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 & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Full Stack DeveloperEmployement Type: Full timeContact Details:
Company: e2openLocation(s): Hyderabad+ View Contact
Keyskills: Java Software Development Lifecycle PL/SQL Linux XML JavaScript SQL/MS-SQL HTML SVN JIRA Windows Operation System
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