Gokaldas Exports - ERP Support Engineer - Ticketing System (5-7 yrs)

Key Responsibilities :

ERP Support & Management :

- Lead, manage, and support the day-to-day operations of the ERP system (e.g., SAP, Oracle, Microsoft Dynamics, etc.).

- Provide technical expertise in ERP troubleshooting, system updates, and configuration.

- Collaborate with business units to understand and address ERP-related requirements.

- Implement and oversee system upgrades, patches, and integrations.

- Ensure high availability and performance of the ERP system, ensuring minimal downtime.

Team Leadership & Development :

- Manage a team of ERP support analysts, providing direction, mentorship, and training.

- Conduct performance reviews, set goals, and ensure team alignment with organizational objectives.

- Foster a collaborative, high-performance culture within the team.

Issue Resolution & Process Optimization :

- Coordinate and prioritize ERP support tickets to ensure timely resolution of critical system issues.

- Identify recurring system issues and work on root cause analysis and solutions.

- Monitor and analyse ERP processes to suggest and implement system optimizations.

- Collaborate with other departments to align ERP systems with business processes and improve operational efficiency.

Vendor & Stakeholder Management :

- Serve as the point of contact for ERP vendors, ensuring proper SLA adherence and managing third-party relationships.

- Regularly communicate with key stakeholders (e.g., Finance, HR, Operations) to ensure system support is meeting their needs.

- Manage project timelines, budgets, and deliverables for ERP upgrades and improvements.

Documentation & Compliance :

- Maintain comprehensive documentation of the ERP system, including configurations, troubleshooting guides, and training materials.

- Ensure compliance with internal policies, legal requirements, and best practices for system security and data integrity.

Reporting & Analysis :

- Generate regular reports on ERP system performance, user activity, and support ticket resolution times.

- Provide insights to leadership on system improvements, cost-saving measures, and best practices

Qualifications :

- Graduation / Post Graduation in Information Technology, Computer Science, Finance, or a related field.

Experience :

- Minimum of 5-7 years of experience in ERP support,

- Proven experience with ERP implementations, upgrades, and troubleshooting.

- In-depth knowledge of ERP systems (SAP, Oracle Fusion, Microsoft Dynamics, etc.) and business processes.

- Strong understanding of database management, integrations, and data analysis.

Skills & Competencies :

- Strong analytical and problem-solving abilities.

- Excellent leadership and team management skills.

- Effective communication skills, both verbal and written.

- Ability to work under pressure and prioritize multiple tasks in a fast-paced environment.

- Knowledge of system integration, SQL, and other programming/scripting languages is a plus.

- Experience in managing ERP-related projects and vendor relationships.

- Strong knowledge of ITIL framework and service management processes.