Eaton Corporation Senior Analyst - OSC in Pune, India
State the primary function or overall purpose of your position.
Eaton is a power management company with 2016 sales of $19.7 billion. Eaton provides energy-efficient solutions that help our customers effectively manage electrical, hydraulic and mechanical power more efficiently, safely and sustainably. Eaton has approximately 95,000 employees and sells products to customers in more than 175 countries. For more information, visit www.eaton.com.
Eaton India Information Technology Center (EITC) is focused on the key objective of creating value for Eaton’s Enterprise IT needs and contributes to key strategic objectives by leveraging the talent base in global and regional initiatives that improve Eaton’s competitive advantage, standardization and drive cost out. EITC provides an environment and opportunity to accelerate individual careers in a challenging environment that provides exposure to a world class Information Technology footprint. Employees at EITC are currently part of a globally diverse team of IT professionals who own and deliver solutions to our internal and external customers through capabilities in areas such as ERP, Engineering, Customer Facing Solutions, Business Intelligence, Architecture, Integration, Infrastructure, QA, Application development, Project Management, Security and Compliance etc.
At EITC, we are currently looking for experienced IT professionals to join ADQS Front End Support team as an Individual Contributor with specializations in Oracle Sales Cloud For more information, visit www.eaton.com
As Senior Analyst, you should manage and govern software application support and development for Oracle Sales Cloud. Listed below are the Primary functions that this position is responsible for .
As Sr. Analyst, you will participates in all phases of the project lifecycle and consistently delivers business value to our customers, provides technical leadership and assumes overall accountability assigned deliverables
You will be responsible for end to end delivery of assigned tasks, modules involving, Requirements, Analysis, Design, and Development, testing, implementation and post production support.
You would ensure that the deliverables meet the desired customer/stakeholder requirements & expectations, quality commitments, delivery schedules, company process and technology considerations. You should set best practices, approach and direction for the technical aspects, for the team
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 Eaton employees and customers.
Executes enhancement requests and new requirements using standard Eaton request fulfillment process( Medium to High complexity enhancement requests).
Identify and analyze top trends, suggest automations, alternatives to reduce trends/incidents.
Helps troubleshoot complex production problems and implements the proper fix.
Suggests and builds re-usable components (High complexity).
Routinely provide insights into trends and patterns. Reports trends / suggests long term improvements.
Works proactively for improving BSC metrics and customer satisfaction.
Identify and analyze problems, suggest and recommend alternatives, implement fix to reduce problems/incidents, using various techniques like 8D, RCA etc.
Performs preventative maintenance. Identifies areas where improvements can be made to prevent future production problems and implements the solution before the problem occurs.
Utilizes monitoring tools and pro-active monitoring practices to ensure system availability, stability , and performance. e.g. ERROR Log tables.
Detects patterns in symptoms and identifies long-term, permanent resolution
Drive and promote ITSM best practices
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.
Responds to and resolves technical questions and service requests (High complexity)from the User Community.
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.
Reporting and Metrics – define and ,build , monitor, refine reports, metrics, and dashboards.
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 CRs (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.
Collaborate effectively with other IT teams to resolve high services and application issues.
ESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)
List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.
Demonstrates very good understanding of business processes and in depth knowledge of the technology and applications. Articulate business requirements and challenges faced by users.
Analyses/identifies and implements and enforces best business processes and practices to drive productivity.
Able to influence business requirements and IT solutions.
Participates in meetings and facilitate discussion that leads to meaningful dialogue and identifies and documents appropriate system / business requirements.
Works on Analysis and Design for requests assigned in addition to development and testing.
Provides estimates for effort and schedule for assigned tasks. On-Time Delivery and Quality(per Defect Density).
Creates and executes test plans for task and unit level programming deliverables. Creates test data to prove all test cases. Executes and documents results of test plans to ensure modules will operation properly in the production environment.
Performs peer review of deliverables/design. Makes recommendations to team for optimal design / solutions(multiple modules).
Assist with unit and integration testing for requests and incidents.
Ensures sign-off on all major system deliverables by stakeholders.
Performs promotion and migration activities of software and components through the pre-production to production instances; and operational activities.
Implements changes in compliance with Eaton practices for change management.
Satisfactorily deliver IT services exceeding the established SLAs while maintaining satisfactory customer feedback.
Maintains understanding of key processes, schedules, cycles, profiles, etc. for the technical systems in use by a customer.
Ability to work independently, work under pressure, adapt to demanding situations and maintain schedules.
Provide ad-hoc, one-on-one training as appropriate by assisting users with questions and procedures for increased technology adoption, and to increase productivity.
Provide regular, clear, and consistent communication (written and oral) on the status of issues, deliverables prioritization and timing back to IT stakeholders.
Consults with customers and IT managers to develop, define, and prioritize work assignments and work delivery.
Has input into technical articles and white papers.
Demonstrated process driven orientation, ability to deal with ambiguity and ability to change direction and methods as required (flexible).
Demonstrates leadership and active involvement in an on call rotation and resolving issues. Designs, leads and assists with support activities.
Consults with customers and IT managers to propose, develop, define, execute and prioritize work assignments and work delivery.
Communicate with customers, suppliers and vendors for issues and resolutions, high complexity. articulated in terms they understand.
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.
Basic understanding of some of Eaton key application(s) and/or IT Infrastructure.
Basic understanding of integration and impact points of involved systems for a division and/or region or function.
Strong understanding of business operations, functionalities in general.
Strong understanding on applications and solutions, including integrations in terms of Eaton business and Enterprise IT Strategic fit, understand application road map.
Has excellent analytical and debugging skills.
Strong experience and can execute independently on multiple technical modules)
Strong technical analysis and design skills
Strong understanding on Software Development Life Cycle and Agile methodologies. Must have strong knowledge of Configuration Management
Good understanding of ITSM processes ( Incident Management, Problem Management, Request Fulfillment, Release management and Change Management processes ).
Good analytical skills and debugging skills, business process knowledge
Must have a strong focus on UX/CX including Styling, jquery, CSS and Bootstrap.
Ability to work within a virtual team environment, while managing multiple milestones and activities.
A Bachelor’s degree with minimum 3 to 5 years relevant hands on experience in design, development and support of Oracle sales Cloud
Ability to work and lead collaboratively. Strong written and oral communications skills.
Understands IT application infrastructure and security technologies.
Describe all other aspects of your position that you feel are important and which have not been adequately covered (i.e. unique problems encountered, special freedom to take action, critical outside contacts, exceptional working conditions etc.)
Critical contact for OSC Level 2 and 3 support. May be contacted after hours for emergencies.
Must be able to work well under pressure and juggle multiple “hot” issues at one time.
Travel – 10-20%.
Strong focus on business communication and customer / IT alignment
Passion to exceed customer expectations
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.
We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Job: Information Technology
Region: Asia Pacific
Organization: Corporate Sector
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time
Eaton is an Equal Opportunity and Affirmative Action Employer. Eaton is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.