Oracle Ebs Support Analyst Level 2
hace 2 meses
Oracle EBS Support Analyst Level 2
- KEY EXPECTED ACHIEVEMENTS
Incident management: Incidents are handled from identification to closure, including advanced technical and functional analysis. High visiblity incidents are managed. Focal points of his/her perimeter are ensured in case of crisis. Identifies impact and validates priority. Provides technical and functional analysis. Provides the solution to users. Identifies and communicates potential workarounds. Informs users on the status of incident processing. Provides the link with level 3. Continues from the handling of the incident until its closure.
Service Requests handling: Processing and resolution of complex service requests, ensuring timely and accurate communication with users.
Problem Management: Leading or participating in root cause analysis, coordinating with responsible contributors for patch implementation.
Monitoring/Observability: Leveraging monitoring tools and data to proactively address issues and optimize service delivery. Inputs and requirements of monitoring system are provided to the build team.
Knowledge Management: Sharing of acquired knowledge, providing guidance and training to team members.
Communication: Accurate communication is provided (direct communication, user callbacks, portals,...)
Service Level Management: performance of his/her perimeter is steered and managed with accurate tools
Operability: contribute to guarantee that the build to run phase is done correctly. including respect of the process itself, but also working with build team to explain expectation of support team
Tutors Support Engineers
Service Request processing Service Request processing. Takes into account RH/RITM requests. Processes RH/RITM or forwards it to a contributor. Informs users on the status of RH/RITM treatments. Continues the treatment of the RH/RITM until its closure
Contributes to the analysis of root causes linked to incidents, (Problem Management) Participates or even leads the analysis of root causes of incidents. Transmits the result to the contributors in charge of implementing the patches.
Work on issues encountered while doing monitoring of services by Support Analyst Exploits the monitoring set up by the construction and/or infrastructure teams.
Takes into account the alert and informs potential contributors to anticipate impacts on users
Capitalizes the knowledge acquired
Ensures the capitalization of lessons learned from its activities.
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