Associate II - Production Support

Job Summary

Resource has to play the role of an O9 support engineer. Resource has to work with the O9 team who will support as BAU for Sony and they have production access of the system.

Responsibilities

• Work on the support ticket assigned; respond to the user promptly on the ticket.
• Do investigation about user's query or issue and resolve it.
• Continuously update the user about the status of the ticket.
• Once issue OR query resolved please update the details of resolution in ITSM tool.
• If required discuss with user about query or issue to understand more about ticket.
• Work with O9 platform support team if any help required to investigate in production system and also take help of O9 to release changes/fixes in production after tested successfully in Dev environment and UAT done.
• Shift Timings: General shift, Morning Shift, sometime oncall night shift.
• Priority Skills: Exposure in Supply Chain Management and Supply Chain Analytics; Implementation / Support exposure on Supply Chain Management / Planning solutions; Exposure in Graph database models, SQL queries / some coding exposure e.g., Java, C, Python, Excel Macro etc.; Exposure in various type of supply chain networks model; SSIS Integration skill.
• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Conducting meetings and presentations to share ideas and findings.
• Performing requirements analysis.
• Effectively communicating your insights and plans to cross-functional team members and management.
• Gathering critical information from meetings with various stakeholders and producing useful reports.
• Working closely with clients, technicians, and managerial staff.
• Exceptional analytical and conceptual thinking skills.
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Excellent documentation skills.
• Fundamental analytical and conceptual thinking skills.
• Experience creating detailed reports and giving presentations.
• Providing user training to business users and business process training to junior staff, and technical team.
• Ensuring solutions meet business needs and requirements.
• Performing user acceptance testing.
• Prioritizing initiatives based on business needs and requirements.
• Serving as a liaison between stakeholders and users.
• Someone who looks at the bigger picture.
• Experience working in an Agile environment.
• Ability to work with various teams in a complex environment and under pressure.
• Proven experience of gathering and documenting high quality business requirements (functional non-functional).
• Strong team player able to share information effectively.
• Ability to be flexible in approach and to manage changing priorities.
• Understand system data structures, data flows and have an understanding of IT landscapes, API development, system design principles and can influence the direction of systems development.

Good to have Skills

• Exposure in Supply Planning tools like O9, OMP, Kinaxis, Oracle Fusion Cloud, VB Macro
• Supply Chain Analytics certifications
• Knowledge of Remedy on Demand / Other Ticketing Tools

Education

• Education Qualificaiton: BTech, BE OR MCA

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