Connate People Technology
Website:
connatepeople.in
Job details:
Company Description
Connate People Technology partners with clients to drive business growth through digital technology and enterprise applications. With specialized expertise in Oracle ERP, Business Intelligence, and Microsoft Infrastructure Services, the company provides pre-implementation assessment, end-to-end implementation, and post-implementation support. The Oracle ERP practice includes solutions like Oracle NetSuite, Oracle Fusion Application, and Oracle E-Business Suite, covering key business domains such as Finance, Supply Chain, Manufacturing, and Human Capital Management. Connate People Technology also supports business intelligence tools like Power BI, Tableau, and Oracle BI, alongside robust services in Microsoft Infrastructure. With a team of certified consultants and a 24/7 support center based in India, the company ensures exceptional service delivery to its clients.
Role Description
This is a full-time hybrid role for an ERP Application Support Lead based in Mumbai, with flexibility for some work-from-home arrangements. The role involves providing end-to-end support for Oracle ERP applications, addressing technical issues, performing system analyses, and collaborating with cross-functional teams to ensure seamless operations. The successful candidate will liaise with clients to understand their requirements, ensure high-quality customer service, and contribute to process improvements in ERP functionalities for optimal outcomes.
Key Responsibilities
- Team Leadership: Supervise, mentor, and train support analysts (L2/L3), managing workloads and performance.
- Incident & Problem Management: Lead troubleshooting for critical issues, conduct root cause analysis (RCA), and implement permanent fixes or workarounds.
- User Experience Enhancement: Act as the primary point of contact for end-user escalations, driving a high-touch, customer-focused approach.
- Operational Support: Manage ticket lifecycles in ITSM tools to ensure Service Level Agreements (SLAs) are met.
- Documentation & Processes: Create and maintain documentation (WIKI/Knowledge Base) for application troubleshooting and best practices.
- Deployment Support: Collaborate with developers for testing, software updates, patches, and change management.
Required Skills and Qualifications
- Technical Expertise: Knowledge of cloud applications, ERP, CRM etc.
- Knowledge of Finance and expertise in supporting financial modules within ERP systems
- Leadership Experience: Experience in leading IT support teams and managing stakeholder expectations.
- Tools: Familiarity with ITSM ticketing tools and monitoring tools.
- Soft Skills: Strong communication, problem-solving, and conflict-resolution skills.
- Experience in a client-facing role or support center environment is a plus
Typical Educational/Experience Requirements
- 3 to 6 years of experience in IT application support or end-user support
- iliarity with ITSM ticketing tools and monitoring tools.
- Soft Skills: Strong communication, problem-solving, and conflict-resolution skills.
Typical Educational/Experience Requirements
- 3 to 6 years of experience in IT application support or end-user support
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