OM & Sustenance Engineer

Job Description OM

Responsibilities:

• Provide direct support to all users for all issues experienced by users
  
• Troubleshoot and resolve issues related to system functionality and software systems.
  
• Build a level of confidence that encourages a culture of customer satisfaction
  
• Serves as point of escalation for support issues, which may include serving as the interface with Application software vendor
  
• Be part of the SLA breach and major incident review process
  
• For repeat incidents help guide the problem management process to determine what corrective actions can be taken
  
• Responsible for resolving technical incidents and troubleshooting with developers
  
• Resolve technical concerns in Application users
  
• Interact with leadership teams in communication of the service support activities like weekly service review calls for ticket backlog review, SLA breaches, ageing tickets, ITSM change board review of CRs and SRs.
  
• Develop knowledge transfer documentation and customer-facing support documentation
  
• Collaborate with peers externally to determine and facilitate best practices.
  
• Reviews and monitors system performance.
  
• Adheres to downtime procedures, departmental policies, procedures, and objectives.
  
• Strong sense of customer service.
  

Qualifications:

• 7+ years of experience in R12 ERP modules with emphasis on Order Management, Service Contract and Supply Chain modules
  
• Must have strong understanding of out of box R12 setups and configurations
  
• Must have excellent verbal and written communication skills
  
• Hands-on experience with SQL, PL/SQL, XML Publisher