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Form of workROLE : Enterprise Service Engineer or Senior Enterprise Service EngineerABOUT US :Founded in 2000 and headquartered in Austin, TX, E2open provides the largest and most comprehensive Supply Chain Operating Network, including a broad suite of collaborative supply chain solutions. E2open helps companies such as AkzoNobel, Campbell Soup, Cisco, Dell, Exostar, Lenovo, Kimberly-Clark, Seagate, Shell, Unilever and Vodafone better manage their supply chain operations. 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 : Experience with JIRA and SVN.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, XMLGTM 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 supportInterview Rounds : Total 3 rounds of Interview1st round - Virtual and rest 2 rounds (Face to Face is mandate) (ref:hirist.tech)
