Position involves a role that is responsible for provide advance application support in Intactix application. This includes resolving L3 level issues (advanced/complex issues) or incidents that the L2 team is unable to resolve. It also includes guiding, training and mentoring the L2 team to make them self reliant.
RESPONSIBILITIES / Required skills: Application L3 Support:
Should be a subject matter expert in the Intactix JDA product
Experience in JDA Intactix productSupporting from a code base perspective.
Expertise on JDA Intactix , planogram generation, fixing issues in planograms etc
Expertise on IKB & IKS
Exposure on creation of floor plans
Knowledge of space automation
Exposure on Category advisor
Acts as Solution Lead for support and coordination for client issues and troubleshooting. Has a deep understanding of JDA software.
Should be able to debug the issues, migration of projects
Training / guiding / mentoring L2 application team
Understands how JDA solutions can be configured to better facilitate client business processes.
Understands each individual clients batch and business requirements
Should work as a liaison between Consulting, Support and Cloud Services to ensure smooth and efficient implementation and integration between technical and functional system requirements during on-boarding of new customers or during upgrades or patch updates
Ensures quantity and quality content in the Knowledge-base.
Responsible for incident resolution for specific set of customers within the specified POD / Product / Project
Adheres to Service Level Agreement and evaluates Incidents to determine if they are likely to reoccur.
Reviewing SLA reports that are prepared by Project Manager / sent to Service Delivery Managers
Perform Root Cause Analysis and deployment of permanent fixes
Adheres to priority based management based on impact + urgency
Strong interpersonal skills
Able to coordinate with customers across the globe
Should be a decision maker
Drive Service Improvement Plans and ensuring the Incident Management process is performed as designed
General Skills and Requirements (all levels):
Bachelors Degree in Engineering or Masters degree in Computer Applications or other equivalent technical field.
Associate has good English language Skills both verbal and written
Associate has expert customer service/phones skills - Being able to walk associates through advanced tasks over the phone and dealing with difficult customers
Must have excellent communication and interpersonal skills to interact with a wide variety of internal and external personnel with emphasis on follow-through and reporting.
Must have excellent organization and technical documentation skills.
Ability to work calmly under pressure and meet deadlines.
Ability to make modifications to the systems with little or no interruption of service.
Ability to organize projects and tasks according to priorities.
A person in this position should be a good project leader and have the ability to communicate effectively project plans and status of projects.
Must be self-motivated and enjoy a sense of pride in their accomplishments.
4 6 years work experience
Must have experience on JDA Intactix application
Proficient in Oracle SQL , PL/SQL , Shell scripting (UNIX, Perl),
Able to work flexible hours, including evenings, weekends, as project and system availability requirements demand. Should be available on-call.