Roles and Responsibilities
Work Location : Pune - Currently work from home
Overall experience of 8 + years in the IT industry with hands on experience of at least 5 – 7 years at in support of established ERP products like SAP or Oracle Apps
Should have experience in onboarding, training and evaluating resources capable of maintaining SLA standards for the application landscape supported
Should have demonstrated Techno -functional skill sets required for guiding and operating as an individual contributor
- Team Leading
- Experience in support of Logistics/ WMS systems
Strong Analytical skill sets
- Experience in writingSQL Queries in support activities
- Good verbal and written English communication skills
The Role has both Lead and Individual contributor responsibilities
o Lead the team in all aspects to ensure support coverage on defined periods and as per SLA standards
o Provide subject matter and operational guidance to the team
o Define measurements and collate metrics to monitor and continuously improve efficiency and effectiveness of the teams
o Collaborate with management on team building and Team appraisal exercises
o Contribute to the overall body of knowledge on Logistics processes and systems
o As per the work load and priority be available to provide active support to the warehouses
o Provide L1 and L2 software and hardware support for logistics systems
o Diagnose and resolve problems using documented procedures and checklists (where available) in the performance of most responsibilities.
o Understand team and department service level agreements and follow team guidelines and procedures to manage open issues in an efficient manner to help ensure these service levels are achieved.
o Provide technical advice, guidance and informal training to users on hardware and applications.
o Escalate higher tier problems to appropriate team members or manager. Ensure that all escalated issues have been thoroughly researched and compared against the team’s knowledge database prior to escalation.
o Document reported issues in system support log. Investigate re-occurring issues and develop solutions. The role is for a solution provider. The candidate should be a problem solver and able to communicate verbally and or in writing the details of the problem and the proposed solution.
o Utilize knowledge database and call tracking database to enhance quality and consistency of problem resolutions.
o Create and publish knowledge base articles to assist others in the diagnosis and resolution of specific issues. Consider business processes and system interaction when creating this documentation. .
Salary: Not Disclosed by Recruiter
Industry:IT Services & Consulting
Functional AreaEngineering - Software
Role CategorySoftware Development
Employment Type:Full Time, Permanent
Skills highlighted with ‘‘ are preferred keyskills
Enflexis Solutions Pvt. Ltd.
View Contact Details+