Job Description :
Title: Tradestone / Bamboorose PLM
Location: Charlotte, NC
Technical/Functional Skills
Able to apply engineering techniques and analytical methods to make recommendations for improvements and provide information and assistance to end-users.
Work effectively within teams where other team members may be located throughout the country and influencing others to action who are not direct reports.
Ability to support multiple projects concurrently based on priority and criticality
Supports, maintains, and/or resolves incidents on enterprise-wide Product Lifecycle Management systems and/or applications software.
Involved in planning of system maintenance and upgrade deployments as well as responsible for meeting software compliance standards.
Provides operational end user support, guidance, and incident management to agreed service levels. Performs or supports testing and maintenance of system corrections
Business Knowledge: Retail experience is a requirement.
Should have ITIL framework knowledge
Previous Customer Support role, or Customer facing experience
Ability to manage escalated technical situations & develop action plans
Ability to demonstrate strong leadership and to manage and resolve conflicts.
Strong organizational skills, communication skills, ability to understand and explain/write issues to customers/colleagues and users from both a technical and a business functional point of view.
Experience Required
Relevant experience in Retail business especially in Merchandising - Replenishment, allocation, pricing, Demand forecasting, Inventory management
Roles & Responsibilities
The main role and responsibility is to recover business disruptions which are reported by clients in the form of ITSM incident records (caused by various applications/infrastructure issues) within a fixed service level depending on the severity of the issue. It also involves finding ways to reduce the number of calls for assistance by providing training, writing operating manuals, or by fixing code/configuration issues and generally ensuring that common issues are resolved as quickly and efficiently as possible
The responsibilities in detail include
Incident Management
Weekday support for handling production break fixes and recover issues within a defined Service level
Weekend support for critical L2 tickets
Coordinate and Communicate between and among Client and/or Third party contractor teams to resolve tickets and restore services
Problem/Change Planning & Management
Analyze and review the incident inflow and plan for code fixes/permanent fixes for issues that are reoccurring by creating problems
Work with the clients to determine change implementation windows and coordinate with business/technical team to successfully plan & implement the change
Platform Management (Transition, Keep the lights on, Reporting& Metrics)
Managing the transition of new applications into the team by coordinating with the development team – attend Reviews/Meetings, ensuring the new application fits the health required for support take over
Weekly/regular trend analysis to ensure that the application/platform is healthy and take actions as needed
Support during DR activities (Test Documentation and Smoke Testing)Provide testing / verification support during OS upgrades, patch installation on any third party software
Shift left to help desk / Documentation of knowledge articles/ root cause analysis of critical issues
Code Upgrade / Patching / Enhancement / Maintenance
Involved in planning of system maintenance and upgrade deployments as well as responsible for meeting software compliance standards
Offshore Coordination:
Work with the offshore teams to ensure that the incidents created within the PLM app suite are recovered within SLA and all the Incident management processes are followed flawlessly