WMS Technical Support

Job description

·  Job Description:

This position will be part of our Warehousing Operations Service Management team. It is a technical role where the main responsibility is to investigate and resolve technical issues related to JDA WMS-based warehousing applications. Linux/Unix and Oracle Database background and knowledge and experience in ITIL is beneficial. The identified resource will also own specific processes like Capacity Management, Service Continuity Management, Configuration Management, etc.

Responsibilities:

Primary Duty Managers

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Responsible for accurate creation and timely submission of the HO report

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Responsible to know the high level status of all critical and high user escalated tickets

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End-to-end responsible for the whole shift

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Responsible for proper management of ticket assignment in a shift (user escalated, scheduled changes, and new fulfillment requests or for follow-up)

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Performs DM work (e.g. issue resolution) apart from being accountable and responsible for the whole shift

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Responsible for proper assignment/delegation of tasks within the shift

Duty Managers

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Monitors incoming auto-tickets and EGNs and informs Primary DM for assignment

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Responsible for manning the Support Ion and acts as team's single point of contact to other support teams, DLMs, stakeholders, etc.

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Manages the Support mailbox by ensuring that all emails are read and responded accordingly

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Ensures all incidents and fulfillment requests are worked on accordingly and necessary actions are performed to prevent OOSLA

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Ensures assigned change requests are completed with quality, on-schedule, and without negative impact to business

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Sends the necessary business and internal-HP communication on the agreed timings/schedule to reflect the processing status of the different supported applications

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Adheres to ISO20000 and ISO27001 processes which are deployed to the entire organization

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Makes good use of the available documentation and tools as part of the support processes

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Expected to extend help to Non-Production testing (Project SPOC) as long as the support booking is confirmed by the NCS Owner. 

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Ensures quality and smooth transition of projects by performing all the expected roles and responsibilities for project

Education and Experience Required:

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Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.

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Preferably have Master's degree in related field. Often holds intermediate-level certification(s) in work field.

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Typically 8+ years of relevant experience.

Knowledge and Skills Required:

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At least 3 years of experience in RTCIS, PrIME or JDA WMS

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Experience in Linux/Unix

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Experience in Oracle/SQL

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Proficient in English language