Enterprise service Engineer- - Hyderabad, India - e2open

    e2open
    e2open Hyderabad, India

    1 week ago

    Default job background
    Transportation / Logistics
    Description

    POSITION OVERVIEW

    The Enterprise Service Engineer is a member of e2open's 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 e2open's 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, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
    • 3-6 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:

    Supply Only:

    • Knowledge of Microsoft Office suite of tools – Excel, Word, Outlook
    • Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
    • Knowledge of programming language i.e. Java, JavaScript, HTML, XML.
    • Knowledge of Linux and Windows Operation System.

    Logistics Only

    • Experience in windows application support
    • Working knowledge of SQL, Microsoft SQL Server with working knowledge of Transaction SQL (T-SQL, Microsoft SQL) query knowledge
    • Experience in Linux server, basic navigation / process management / cron
    • Knowledge on SOAP messaging, JSON, XML

    GTM Only

    • Experience or Knowledge of programming language i.e. Java, JavaScript, HTML, XML.
    • Experience or Knowledge of Linux and Windows Operation System.
    • Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
    • Knowledge of SQL is required, aptitude test is administered
    • Knowledge of messaging protocol such as XML
    • Understanding of EDI concepts
    • Knowledge in windows application support