Support Engineer - JDE (L1)

Tecnoprism; Hyderabad, Bengaluru; Presencial; INR 450.000 - 650.000; Tempo integral

Resumo da vaga

Tecnoprism Pte Ltd is seeking a Support Engineer - JDE (L1) to provide frontline IT/application support for Oracle JD Edwards EnterpriseOne across Finance, Distribution, Manufacturing and Supply Chain. You will triage, recover and escalate incidents, maintaining SLAs and clear communications.

The role requires 2–4 years in IT/support and 1–2 years with JDE E1, AIS, OMW and related tools. You will monitor UBEs, batch queues and EDI interfaces, coordinating changes and knowledge sharing across

Qualificações

• 2-4 years of IT/application support experience, including at least 1-2 years on the relevant platform
• Strong working knowledge of JDE E1, UBE, OMW, Orchestrator, AIS, CNC, ESU, JAS, BSFN, EDI
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates and audit evidence
• Clear written and verbal communication, translating technical findings into business impact and recovery options

Responsabilidades

• Own assigned incidents and requests from acknowledgement through resolution or quality escalation
• Execute documented health checks, restarts, reruns, access tasks and standard service requests
• Capture timestamps, impact, error details, logs, screenshots, correlation IDs and reproduction steps
• Communicate clear user updates and maintain complete ServiceNow ITSM records
• Use knowledge articles and runbooks; identify gaps and propose improvements
• Participate in shift handovers, daily operations reviews and major-incident bridges
• Resolve functional and technical incidents across finance, procurement, sales, inventory and manufacturing
• Monitor UBEs, batch queues, kernels, JAS/AIS services and interfaces
• Reconcile EDI/B2B order and invoice flows with BizLink, TrustedLink and EDIcom
• Support user roles, environments, versions, menus and security requests
• Coordinate ESUs, package deployment, object promotion and regression validation

Conhecimentos

JDE WorldSoft

JDE E1 9.2

UBE monitoring

Orchestrator AIS

CNC basics

EDI processing

SQL

WebLogic

ITIL

Ferramentas

JAS/WebLogic

Server Manager

REST integrations

Oracle/SQL

Descrição da vaga

Support Engineer - JDE (L1)

Role purpose

Support Oracle JD Edwards EnterpriseOne business processes and technology, and the JDE-facing interfaces in the landscape, maintaining stable manufacturing, distribution, finance and supply-chain operations. This role operates as front-line operational support with strong triage, recovery and escalation discipline.

Key outcomes

• Stable, secure and recoverable business services with minimised user and operational impact
• Predictable SLA performance, transparent communication and high-quality ticket ownership
• Reduced recurrence through measurable problem actions, automation and knowledge reuse
• Safe releases and changes supported by evidence, risk assessment and rollback readiness
• Strong partnership with business teams, global resolver groups and technology vendors

Technology and technical skill set

• Primary skills: JD Edwards WorldSoft, JD Edwards EnterpriseOne 9.2 (Financials, Distribution, Manufacturing), UBE/batch monitoring, OMW, Orchestrator/AIS, CNC basics, EDI inbound/outbound processing (850/856/810), production incident resolution
• Secondary skills: SQL (Oracle/SQL Server), JAS/WebLogic, Server Manager, package build and deployment, REST integrations, interface reconciliation with OTM, RapidResponse and WMS, ITIL

Core responsibilities

• Own assigned incidents and requests from acknowledgement through resolution or quality escalation
• Execute documented health checks, restarts, reruns, access tasks and standard service requests
• Capture timestamps, impact, error details, logs, screenshots, correlation IDs and reproduction steps
• Communicate clear user updates and maintain complete ServiceNow ITSM records
• Use knowledge articles and runbooks; identify gaps and propose improvements
• Participate in shift handovers, daily operations reviews and major-incident bridges
• Resolve functional and technical incidents across finance, procurement, sales, inventory and manufacturing
• Monitor UBEs, batch queues, kernels, JAS/AIS services and interfaces
• Reconcile EDI/B2B order and invoice flows with BizLink, TrustedLink and EDIcom
• Support user roles, environments, versions, menus and security requests
• Coordinate ESUs, package deployment, object promotion and regression validation

Required knowledge and capabilities

• 2-4 years of IT/application support experience, including at least 1-2 years on the relevant platform
• Strong working knowledge of JDE E1, UBE, OMW, Orchestrator, AIS, CNC, ESU, JAS, BSFN, EDI.
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates and audit evidence.
• Clear written and verbal communication, translating technical findings into business impact and recovery options.

Behavioural competencies

• Customer and business-impact orientation
• Ownership and calm execution under pressure
• Analytical troubleshooting and evidence-based reasoning
• Collaboration across cultures, time zones and suppliers
• Control discipline, attention to detail and documentation quality
• Continuous learning, automation mindset and constructive challenge

Performance measures

• SLA acknowledgement and resolution compliance
• First-contact/first-line resolution rate
• Ticket quality and escalation completeness
• Backlog age and reopen rate
• Runbook and knowledge usage/contribution
• Shift handover quality

Working model

• Supports global services across time zones through rotational shifts and on-call coverage.
• Participates in Transition (shadow and reverse shadow with Infosys) and Steady State as planned in the transition schedule.
• Expected to join major-incident bridges, planned releases, disaster-recovery exercises and critical business windows such as month-end close.
• Must follow approved change, security, data-handling, validation and segregation-of-duties controls.