Support Engineer(Klo Job No 63)

Job description

Role & responsibilities

Functional skills: Oracle Apps - Order management, Receivables, Inventory, TCA architecture, Pricing Modules(OZF,QP)( Good to Know)

Technical skills: Good knowledge of SQL, Pl/SQL desired.

Other skills: Experience & willingness to work in support project and Shifts(Not Rotational), Understanding of support tools like service now, Jira, Splunk

Good Analytical and Debugging skills.

KEY EXPECTED ACHIEVEMENTS:

• Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
• Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure
• Change Management: Participation in the change management process
• Problem Management: Participation in the analysis of root causes of incidents
• Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors. Incidents based on monitoring detections are triggered and tackled
• Continuous Improvement: Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.
• Knowledge Management: Lessons learned from activities are ensured to be documented and shared.
• Service Level Management: the performance management system is understood and alerts on cases of issues are set