Senior Enterprise Service Engineer

E2open is the connected supply chain platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.

Location: Hyderabad

ABOUT US

Founded in 2000 and headquartered in Austin, TX, E2open provides the largest and most comprehensive Supply Chain Operating Network, including a broad suite of collaborative supply chain solutions. E2open helps companies such as AkzoNobel, Campbell Soup, Cisco, Dell, Exostar, Lenovo, Kimberly-Clark, Seagate, Shell, Unilever and Vodafone better manage their supply chain operations. (www.e2open.com)  

 POSITION OVERVIEW

The Senior Enterprise Service Engineer is a member of e2open’s Enterprise Service Engineering team for delivering high quality Level 3 customer service to E2open's Supply Chain applications to meet our global customers' Service Level Agreements and operational requirements.  The successful candidate will be adaptable, detail-oriented, organized, have analytical and problem-solving skills, and should be able to work independently with cross functional teams to troubleshoot and resolve problems.

Additionally, the Staff Enterprise Service Engineer should have a pro-active and continuous focus in exploring more on functional and technical knowledge of the product/solution to provide quick resolution to problems. The Staff Enterprise Service Engineer will mentor and train new members of the organization.

RESPONSIBILITES:

• Perform in-depth technical investigation, troubleshooting, root cause analysis and drive issue resolution (including code fixes) escalated by customer support team within the agreed customer SLAs.
• Ensure periodic quality updates on tickets to share the latest status to customers and internal stakeholders.
• Work on identifying and implementing quick workaround/preventive measures for business continuity.
• Validate code fixes developed and coordinate/plan the UAT with customer for production fix rollout.
• Apply code/config changes.
• Review code/configuration changes performed by the ESE, senior ESE teams.
• Perform production patch deployment by following e2open’s deployment process.
• Be able to understand customer business and help them in improving the processes with effective usage of available features.
• Be proactive in identifying and implementing preventative measures for customer problems with better understanding on the customer business processes.
• Be able to analyze all the complicated technical and functional issues reported to ESE and identifies potential solutions.
• Be able to troubleshoot Product issues and drive resolution under the guidance of Product Engineering team.
• Proactively identify customer solution adoption issues and recommend the corrective measures to ESEs/PS/Eng/PM teams.
• Drive the business users to improve solution adoption.
• Proactively work with Customer IT team to assess the data volume growth and be prepared to address any scalability issues.
• Work with cross product PS/Eng team to address any integration issues for Enterprise customers.
• Analyze reoccurring issues, Develop and Execute the DPP(Defect prevention plan).
• Collaborate and drive quick resolution with various internal teams namely Product Development, Professional Services, Cloud Operations, and Quality Assurance.
• Serve as SME and point of escalation for Enterprise customers.
• Be able to manage strategic and complex Customer solutions.
• Develop and lead the regular knowledge sharing sessions within the ESE organization.
• Expected to fill in for the Solution Lead Role when required.
• Participate in solution transition session 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 solution for a stable production environment and reduction on recurring issues.
• Constantly look for opportunities to automate repetitive or manual activities.
• Play a leading role in managing the knowledgebase for ESE Organization.
• Participate in weekly review calls with customers.
• Ensure all relevant case details are updated accurately and timely.
• Continuous upskill of functional/technical knowledge on product and customer solution.
• Participate in on-call rotations as assigned.

QUALIFICATIONS AND EXPERIENCE:

• Candidate must possess a Diploma, Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, Computer Science/Information Technology or equivalent.
• 5 to 7 years of working experience is preferred.
• Excellent written and verbal communication skills, including ability to speak and write fluently in English.
• Excellent time management and organizational skills.
• Analytical mindset and creative problem-solving skills.
• Ability to work well both in a team environment and independently.
• Strong learning desire and willingness to learn new technologies on own initiative.
• Comfortable working under deadlines and managing customer cases.

Preferred but not required:

• Understanding or experience in Scrum or equivalent agile practice.
• Understanding of ITIL, incident and problem management.
• Understanding of Software Development Lifecycle (SDLC) methodologies, version control and configuration management.
• Functional and business process knowledge of the Logistics and Supply Chain industry, as well as experience with logistics, transportation, and shipping software.

Technical skills:

Experience with JIRA and SVN.

• Strong Experience of database concepts and SQL/MS-SQL, PL/SQL.
• Knowledge of SOAP messaging, JSON, XML.
• Knowledge of Linux and Windows Operation System.
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• PHYSICAL REQUIREMENTS:

• General office environment and responsibilities requiring:
• Extensive use of the computer which involves viewing a monitor and keyboarding for most of the workday
• Placing and receiving phone calls

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.

About e2open Video : https://e2open.sharefile.com/public/share/web-s873cfe7c72934c68a72f15bd7e0bdc70

E2open is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

E2open participates in the E-verify program in certain locations, as required by law.

E2open does not accept unsolicited referrals or resumes from any source other than directly from candidates or preferred vendors. We will not consider unsolicited referrals.