| Oracle EBS techno functional Consultant // Contract // Columbus, IN at Columbus, Ohio, USA |
| Email: [email protected] |
| Please share a relevant profile. ASL Lead (Oracle EBS techno functional with (SLA(service Level Agreements) or Servicedesk) Location: Columbus, IN Day one onsite Must have EBS Techno-functional skill is mandatory. 50% hand on EBS skills / 50% communication / client handling / presentation / governance etc Primary skills. 1. Monitor and track the service Level Agreements and MTTR targets by the support team. 2. Monitor and maintain Operational Level Agreements between other applications integrating with supported applications. 3. Encourages root cause analysis using the formal problem-solving approach for recurring issues. 4. Work with Global ERP project team, functional deployment team for fixing the root cause as per suggestions given by production support teams. 5. Supports service desk team in deskilling and maintaining knowledge management system. 6. Able to support and lead support excellence related improvement initiatives. 7. Derive opportunities from existing support metrics for continuous improvement under pre-emptive support (1 opportunity per quarter) 8. 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). 9. Drive the pre-emptive support ideas. 10. Incident avoidance ideas. 11. Review Issue resolution for completeness and correctness. Identify improvements in it. 12. Monitor and report Key KPIs for support excellence. 13. 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. 14. Responsible for liaison with Business Stakeholders, including but not limited to monthly connect Support Review meetings. 15. Responsible for periodic Review meetings with the Support Team to review issues and improvements. 16. Break-Fix Management and coordinate with various teams like Enhancement and SC IT teams. 17. Participate in CCB meetings. 18. Work closely with GAST and ServiceDesk teams during Priority events/ Critical Incidents. 19. Accountable for a. Elevated Access. -- Keywords: information technology South Carolina |
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| Thu Feb 01 19:58:00 UTC 2024 |