JDE Technical Operations Consultant - India - Redfaire

Description

Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire implements, optimises and supports users of Oracle ERP. Our goal is to transform the way our clients do business by developing and implementing IT solutions that create value, drive innovation, and reduce overall costs.

We are problem solvers and trusted advisors and are committed to developing long-term, mutually beneficial partnerships with our customers. Our customers work in many industries and range from, large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic use of technology to build a sustainable competitive advantage.

Role Description:

The Operations Technical Consultant will be responsible for the successful completion of Operations tasks including system monitoring & escalation, object promotions and package deployments, job scheduling, creating & maintaining Operations documentation & reporting.

This is a fully remote role and involves working across a 24/7 shift pattern.

Responsibilities:

• Work as part of the Technical Services team and independently to monitor customer systems including batch jobs, functions, servers, disk space as assigned around the clock. Escalate incidents as necessary in a timely manner.
• Provide first level support for logged requests from help desk and other service delivery staff. Troubleshoot and investigate problems and gather information to facilitate resolution of problem
• Create and deploy software packages and associated tasks to non-production and production systems as required.
• Create and maintain batch job schedules in production and non-production systems.
• Monitor and update IT Service Management systems e.g. HEAT, Zendesk in line with agreed SLAs. Assign support requests to the appropriate support teams.
• Monitor the Redfaire customer support line at all times during a shift. Ensure that you get all appropriate information when receiving such calls and assign appropriately. Ensure users and other interested parties are kept informed of progress.
• Raise new support tickets based on information received from customers or update existing tickets.
• Escalate to the Technical Service Manager when tickets are about to breach the SLA.
• Liaise with support consultants and other internal departments including the CNC, functional support and development teams.

Qualifications, Skills & Experience:

• Relevant 3rd level qualification or equivalent.
• Excellent (English) communication skills, both verbal & written.
• 1-3 years of JD Edwards technical experience.
• Technical competence with proven analytical skills.
• Systematic approach to problem resolution.
• Ability to work independently under one's own initiative whilst being part of a team.
• Proven ability to be adaptable and to respond to constantly changing demands.
• Ability to work under pressure & to prioritise.
• Recognise the importance of customer service and strive to deliver high standards.
• Working knowledge of Microsoft products such as Word, Excel, Powerpoint, Outlook.
• Knowledge of Oracle or ERP systems in general would be desirable but not essential.