Oracle Ebs Support Analyst Level 2
hace 2 meses
Oracle EBS Support Analyst Level 2REALISATIONS CLES ATTENDUES
Gestion des incidents : Les incidents sont gérés de l'identification à la clôture, y compris une analyse technique et fonctionnelle avancée. Les incidents à forte visibilité sont pris en charge. Les points focaux de son périmètre sont assurés en cas de crise.
Gestion des demandes de service : Traitement et résolution de demandes de service complexes, en veillant à une communication rapide et précise avec les utilisateurs.
Gestion des problèmes : Direction ou participation à l'analyse des causes profondes, en coordonnant avec les contributeurs responsables pour la mise en œuvre des correctifs.
Surveillance/Observabilité : Exploitation des outils de surveillance et des données pour anticiper les problèmes et optimiser la prestation de services. Les entrées et les exigences du système de surveillance sont fournies à l'équipe de développement.
Gestion des connaissances : Partage des connaissances acquises, fourniture de conseils et de formation aux membres de l'équipe.
Communication : Fourniture d'une communication précise (communication directe, rappels aux utilisateurs, portails,...).
Gestion des niveaux de service : La performance de son périmètre est dirigée et gérée avec des outils précis.
Opérabilité : Contribution à garantir que la phase de passage de la conception à l'exécution est effectuée correctement, y compris le respect du processus lui-même, mais aussi en travaillant avec l'équipe de développement pour expliquer les attentes de l'équipe de support.
Tutore des Support Engineers.
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