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Enterprise Service Engineer

2 weeks ago

Hyderabad, Telangana, India e2open Full time ₹ 9,00,000 - ₹ 12,00,000 per year

POSITION OVERVIEW

The Enterprise Service Engineer is a member of e2opens 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 e2opens 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, Bachelors Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
  • 4-6 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 programming language i.e. Java, JavaScript, HTML, XML.
  • Knowledge of Microsoft Office suite of tools Excel, Word, Outlook
  • Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
  • Knowledge of Linux and Windows Operation System.

PHYSICAL REQUIREMENTS:

  • General office environment and responsibilities requiring:
  • Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday
  • Placing and receiving phone calls