Enterprise Solution Specialist

The Enterprise Service Engineer plays a vital role in delivering exceptional customer service to global customers' Supply Chain applications, meeting Service Level Agreements and operational requirements.

This position requires a professional with strong technical skills and excellent communication abilities. The successful candidate will be responsible for performing in-depth technical investigations, troubleshooting, root cause analysis, and driving issue resolution.

The ideal candidate should possess analytical skills, creativity, and the ability to work well under minimal supervision.

A strong learning desire and willingness to learn new technologies on their own initiative is also essential.

• Key Responsibilities:
• Perform in-depth technical investigation, troubleshooting, root cause analysis, and drive issue resolution (including config changes/fixes) escalated by the customer support team within agreed customer SLAs.
• Ensure periodic quality updates on tickets to share the latest status with customers and internal stakeholders.
• Work on identifying and implementing workarounds for business continuity.
• Validate code fixes developed and coordinate/plan UAT with customers for production fix rollout.
• Perform production patch deployment following e2open's deployment process.
• Be proactive in identifying and implementing preventative measures for customer problems with better understanding of customer business processes.
• Collaborate and drive resolution with various internal teams, including Product Development, Professional Services, Cloud Operations, and Quality Assurance.
• The Enterprise Service Engineer will help and mentor Associate Enterprise Service Engineers to troubleshoot and resolve customer problems.
• Manage allocated Customer solution independently.
• Participate in solution transition sessions 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 solutions for a stable production environment and reduction of recurring issues.
• Constantly look for opportunities to automate repetitive or manual activities.
• Participate in creating, maintaining, and utilizing knowledgebase articles.
• Drive and coordinate weekly review calls with customers.
• Ensure all relevant case details are updated accurately and timely.
• Continuously upskill functional/technical knowledge on product and customer solution.
• Participate in on-call rotations as assigned.

Candidates must meet the following requirements:

• Education:
• Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• Experience:
• 4-6 years of working experience is preferred.
• Communication Skills:
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Time Management:
• Excellent time management and organizational skills.
• Analytical Mindset:
• Analytical mindset and creative problem-solving skills.
• Team Player:
• Ability to work well both in a team environment and independently under minimal supervision.
• Learning Desire:
• Strong learning desire and willingness to learn new technologies on own initiative.

The following qualifications are highly desirable:

• Agile Experience:
• Good experience in Scrum or equivalent agile practice.
• ITIL Knowledge:
• Good Knowledge on ITIL, incident and problem management.
• Logistics Industry Expertise:
• Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.
• Software Development Lifecycle Methodologies:
• Good exposure on Software Development Lifecycle (SDLC) methodologies, version control and configuration management.

The following technical skills are required:

• JIRA and SVN:
• Experience with JIRA and SVN.
• Programming Languages:
• Knowledge of programming language i.e. Java, JavaScript, HTML, XML.
• Microsoft Office Suite:
• Knowledge of Microsoft Office suite of tools – Excel, Word, Outlook
• Database Concepts:
• Knowledge of database concepts and SQL/MS-SQL, PL/SQL.
• Operating Systems:
• Knowledge of Linux and Windows Operation System.