| Oracle EBS Apps Support Lead (Oracle EBS) at Columbus IN (Onsite Role) at Columbus, Ohio, USA |
| Email: [email protected] |
| Hi , I have a job opportunity for you if you are looking for new job you can call me on 248-306-8434 , or you can send me your updated profile at [email protected]. Job Title: Oracle EBS Apps Support Lead Location: Columbus IN (Onsite Role) Must have EBS Techno-functional skill is mandatory. 50% hand on EBS skills / 50% communication / client handling / presentation / governance etc Primary skills. Monitor and track the service Level Agreements and MTTR targets by support team. Monitor and maintain Operational Level Agreements between other applications integrating with supported applications. Encourages root cause analysis using the formal problem-solving approach for recurring issues. Work with Global ERP project team, functional deployment team for fixing the root cause as per suggestions given by production support teams. Supports service desk team in deskilling and maintain knowledge management system. Able to support and lead support excellence related improvement initiatives. Derive opportunities from existing support metrics for continuous improvement under pre-emptive support (1 opportunity per quarter) Work on Auditing, monitoring, and reporting Pre-emptive Support Process outcomes monthly and work with different stakeholders in implementing the solutions (>=1 solution per quarter). Drive the pre-emptive support ideas. Incident avoidance ideas. Review Issue resolution for completeness and correctness. Identify improvements in it. Monitor and report Key KPIs for support excellence. Responsible for monitoring and maintaining data sanctity in Gauge reporting for Application support services. Also, responsible for operations accuracy and work with Support team to address any gaps. a. Daily monitoring i. Greater than 5 days aging report. ii. Unadjusted Incident resolution SLA is greater than 85%. iii. Critical/High tickets opened. iv. Resolution Group and Vendor Group monitoring. v. Error Trend reports b. Weekly monitoring i. Monitor Problem Management Tickets to make sure 95% of PBIs are resolved within 60 days. ii. Oracle SR monitoring. c. IRF Reporting review monthly. d. Pre-emptive process monitoring. Responsible for liaison with Business Stakeholders, including but not limited to monthly connect Support Review meetings. Responsible for periodic Review meeting with Support Team to review issues and improvements. 16. Break-Fix Management and coordinate with various teams like Enhancement and SC IT teams. Participate in CCB meetings. Work closely with GAST and ServiceDesk teams during Priority event/ Critical Incident. Accountable for a. Elevated Access. Warm Regards Shivi Sharma Technical Recruiter Tekshapers Inc 850 Stephenson Hwy, Suite 205, Troy, MI 48083 D: 248-306-8434 W: 248.565.4747 Ext. 134 Email: [email protected] MBE Certified | ISO 9001:2008 | -- Keywords: information technology Michigan South Carolina |
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| Mon Jan 22 22:40:00 UTC 2024 |