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Lead Analyst - Demantra Support

Pune, India | Eaton Corporation

  • Industry:
    Manufacturing (Heavy Industry)
  • Position Type:
    Full-Time
  • Functions:
    Project Management
  • Experience:
    10-12 years
Job Description:
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Description

If you desire to be part of something special, to be part of a winning team, to be part of a fun team – winning is fun.We are looking forward to a Lead Analyst - Demantra Support in Company’s Information Technology, based in Pune, India.In Company, making our work exciting, engaging, meaningful; ensuring safety, health, wellness; and being a Organizationel of inclusion & diversity are already embedded in who we are - it’s in our values, part of our vision, and our clearly defined aspirational goals. This exciting role offers opportunity to

Provide day-to-day support, predominantly Medium to High complexity incidents, that are disrupting normal business operation in a timely manner, to ensure timely, reliable, cost effective service to Company employees and customers. Demonstrates very good understanding of business processes and in-depth knowledge of the technology and applications. Articulate business requirements and challenges faced by users.

Identify and analyze top trends, suggest automations, alternatives to reduce trends/incidents.

Suggests and builds re-usable components (High complexity). Provides estimates for effort and schedule for assigned tasks. Delivers tasks end to end with productivity, on-Time and Quality.

Performs preventative maintenance. Identifies areas where improvements can be made to prevent future production problems and identifies and implements long-term, permanent solutions before the problem occurs.

Drive and promote ITSM best practices. Implements changes in compliance with Company practices for change management.

Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback.

Prioritizes incidents to ensure high impact and urgent tickets are worked on priority and taking leadership to ensure no customer impact.

Serves as the primary end user contact point for related Support activities and customer escalations. Serves as escalation point for team, for High complexity issues.

Works closely with other IT support groups and impacted customers for effective resolution and testing of fixes for production support issues, build rapport with concerned stakeholders.

Meet BSC Support Metrics. Meet/Exceed CSAT score.

Documents and create knowledge repository which will helps in providing quick resolution of tickets.

Mentor team members as appropriate (simple to medium complexity).

Manage Organization (raise, represent in CAB, execute, close etc. Ensure metrics fulfilment related to Change Management E.g. Change Data Health, Change Emergency etc.).

Assists in governance process.

Ability to work independently, work under pressure, adapt to demanding situations and maintain schedules. Provide regular, clear, and consistent communication (written and oral) on the status of issues, deliverables prioritization and timing back to IT stakeholders.

Communicates effectively with both technical and business personnel to gather requirements, communicate expectations, identify solutions, and create action plans.

Collaborate/share support work / Knowledge to other team members and third-Party applications/teams

Qualifications

Requirement

Minimum 9 years’ over all IT or similar experience out of which minimum 5 years on Oracle Demantra implementation or support. 

Highly desired - Expertise in Oracle Demantra, Oracle ASCP and other Oracle Application specific technologies.

Knowledge of Demantra statistical forecasting engine tuning for troubleshooting

Requires a broad knowledge of information technology capabilities and characteristics, software languages and applications, data base technology, communications hardware/software, standards and procedures and data security techniques.

Knowledge of Oracle Apps 11i/ R12 functionalities and Integration in one or more of the following Oracle applications or Organizationules Manufacturing ASCP, OM and INV. Oracle Manufacturing experience should be more than 3 to 5 Years.

Basic Project Management Skills.

Knowledge of SIOP process.

Must have PL/SQL. Knowledge of Oracle report (.rdf), BI Publisher and Oracle API’s would be an added advantage.

Must have knowledge/understanding of at least 2 of the following functional areas Demantra – End to End implementation knowledge including understanding of demand management data Organizationel, hierarchy, Business Organizationeller, design new worksheet, Workflows, Causal factors, implementation of custom components, ASCP, Order Management

Desirable to have knowledge/understanding of at least 3 of the following functional areas Inventory, Purchasing, Order Management, Bill of Materials, Work in progress


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