Senior Enterprise Service Engineer

POSITION OVERVIEW

The Senior 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 Staff 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 quick resolution to problems. The Staff Enterprise Service Engineer will mentor and train new members of the organization.

RESPONSIBILITES:

- Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including code 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 quick workaround/preventive measures for business continuity.
- Validate code fixes developed and coordinate/plan the UAT with customer for production fix rollout.
- Apply code/config changes.
- Review code/configuration changes performed by the ESE, senior ESE teams.
- Perform production patch deployment by following e2opens deployment process.
- Be able to understand customer business and help them in improving the processes with effective usage of available features.
- Be proactive in identifying and implementing preventative measures for customer problems with better understanding on the customer business processes.
- Be able to analyze all the complicated technical and functional issues reported to ESE and identifies potential solutions.
- Be able to troubleshoot Product issues and drive resolution under the guidance of Product Engineering team.
- Proactively identify customer solution adoption issues and recommend the corrective measures to ESEs/PS/Eng/PM teams.
- Drive the business users to improve solution adoption.
- Proactively work with Customer IT team to assess the data volume growth and be prepared to address any scalability issues.
- Work with cross product PS/Eng team to address any integration issues for Enterprise customers.
- Analyze reoccurring issues, Develop and Execute the DPP(Defect prevention plan).
- Collaborate and drive quick resolution with various internal teams namely Product Development, Professional Services, Cloud Operations, and Quality Assurance.
- Serve as SME and point of escalation for Enterprise customers.
- Be able to manage strategic and complex Customer solutions.
- Develop and lead the regular knowledge sharing sessions within the ESE organization.
- Expected to fill in for the Solution Lead Role when required.
- 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.
- Play a leading role in managing the knowledgebase for ESE Organization.
- Participate in 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.
- 5 to 7 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.
- Strong learning desire and willingness to learn new technologies on own initiative.
- Comfortable working under deadlines and managing customer cases.

Preferred but not required:

- Understanding or experience in Scrum or equivalent agile practice.
- Understanding of ITIL, incident and problem management.
- Understanding of Software Development Lifecycle (SDLC) methodologies, version control and configuration management.
- Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.

Technical skills:

Experience with JIRA and SVN.

- Strong Experience of database concepts and SQL/MS-SQL, PL/SQL.
- Knowledge of SOAP messaging, JSON, XML.
- 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