Senior Enterprise Service Engineer @ e2open

Work Timings: 9 to 6 PM or 2 to 11 PM

POSITION OVERVIEW

The Senior Enterprise Service Engineer is a member of e2opens Enterprise Service Engineering team for delivering high quality customer service (techno-functional) to E2open's Supply Chain applications to meet our global customers' business requirements. The desired 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 debug, analyse and resolve problems.

Additionally, the Enterprise Service Engineer position will enhance the technical stack knowhow and expand Supply chain knowledge base since the role demands deep business insight into various supply chain implementation across the globe.

DEPARTMENT OVERVIEW:

ESE is a team of skilled knowledge associates who are supposed to be strong technical experts in their identified product line with a knack for functional exposure. E2open essentially being an end-end Supply Chain Management organization, it is imperative that the ESE associate will provide related solution expertise across varied industries, be it, FMCG, Hitech, Automotive, Manufacturing, to name a few. The major deliverables include implementing /fixing real time supply chain problems and sharing the best practices around the solution.

RESPONSIBILITES:

• Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including config changes/fixes)
• 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 in root cause analysis.
• 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.
• Continuous upskill of functional/technical knowledge on product and customer solution.

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess a 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.
• Analytical mindset and creative problem-solving skills.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational 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.

Preferred but not required:

• Good experience in Scrum or equivalent agile practice.
• Functional and business process knowledge of the 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:

• 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