Job Description :
Hi,
Hope you are doing great today !
Position : Oracle RMS – Merchandising Technical Lead
Location : Charlotte, NC
Job Description:
Technical/Functional Skills :
Oracle Retail Price Management (RPM)
Oracle Retail Invoice Matching – (ReIM)
Oracle Retail Allocation
Oracle Retail Integration Bus (RIB)
o Excellent troubleshooting skills, problem solving and analytical skills in all the technologies listed above
o Should have worked with Unix and good in various product support related UNIX commands
o Business Knowledge: Merchandising experience is a must.
o Should have ITIL framework knowledge
o Previous Customer Support role, or Customer facing experience
o Ability to manage escalated technical situations & develop action plans
o Ability to demonstrate strong leadership and to manage and resolve conflicts.
o 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.
o Excellent troubleshooting skills, problem solving and analytical skills
o Self-motivated - ability to work productively and stay on task with minimal supervision
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
o Weekday support for handling production break fixes and recover issues within a defined Service level
o Weekend support for critical L2 tickets
o Coordinate and Communicate between and among Client and/or Third party contractor teams to resolve tickets and restore services
Problem/Change Planning & Management
o Analyze and review the incident inflow and plan for code fixes/permanent fixes for issues that are reoccurring by creating problems
o 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)
o 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
o Weekly/regular trend analysis to ensure that the application/platform is healthy and take actions as needed
o Support during DR activities (Test Documentation and Smoke Testing)Provide testing / verification support during OS upgrades, patch installation on any third party software
o Shift left to help desk / Documentation of knowledge articles/ root cause analysis of critical issues
Offshore Coordination:
Work with the offshore teams to ensure that the incidents created within the Oracle RMS app suite are recovered within SLA and all the Incident management processes are followed flawlessly