Customer Support Engineer - Virtusa

About the job

-Perform as a member of an application support team for ERP systems users throughout the organization.

-Work with ERP system users and management to determine appropriate system configuration and setup.

-Assist ERP system users with data conversion.

-Thoroughly understand ERP database schema - PLSql.

-Assist with testing new releases of ERP systems prior to use in a production environment.

-Create documentation and procedures guidelines for ERP systems users.

-Thoroughly understand business practices and procedures in order to design, develop and maintain automated workflow processes.

-Analyze and troubleshoot ERP system issues reported by end users

-Previous working experience with oracle ERP will be added advantage.

Responsibilities

-Follow up on support tickets and work with customers and internal teams.

-Fixing critical business issues/bugs on time. (including P1 incidents)

-Ensure compliance with SLAs and OLAs.

-Work at different business times and be on-call 24 hours / 7 days.

-Work on shift basis on weekday nights/weekends/public holidays as required.

-Be willing to give a 2-year commitment to the role.

Qualifications

-A Degree in IT / Computer Science / Software Engineering from recognized university.

-Having a knowledge/experience in a SLA driven Technical Help Desk Support Environment. (client facing, providing L1/L2 support)

-Ability to work as teams with working pressure and completing business requirement on time. (including P1 incidents)

-PL SQL / Oracle ERP exposure and ITIL accreditation will be an added advantage.

-Exceptional communications and interpersonal skills to converse with foreign clients.