Job Description

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Role Proficiency:
Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines
Outcomes: * Lead and prioritise the Application Support teams work load

• Co-ordinate and promote effective functioning of problem management activities across all support teams
• Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
• Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
• Create and maintain knowledge base of known support issues and resolutions
• Create and maintain application support service catalogue in coordination with other internal application teams
• Create application monitoring mechanisms and performance tuning processes
• Provide input for implementation backup and roll-back plans
• Create daily and weekly status reports; publish to stake holders
• Should be able to handle critical customer escalations
• Lead technical teams in working towards resolving major incidents
• Understands departmental and company policies procedures and business practices
• Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Measures of Outcomes: * Adherence to engineering process and standards

• Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame
• Timely publication of reports and metrics to stakeholders
• Handling of critical escalations
• Adhere to SLAs where applicable
• # of tickets or incidents fixed
• # of non-compliance issues
• Productivity standard of the project
• # of reusable components or documents created
• Participation in Knowledge Transfer to ensure better grasp of product
• Completion of all mandatory training requirements

Outputs Expected:
RCA: * Ensure Root Cause Analysis is performed for all issues as defined by the project
Issue Resolution: * Provide technical solution for resolving high priority and severity incidents
Maintenance: * Responsible for application upgrades and troubleshooting post upgrades
in general maintenance of the entire system
Best Practices: * Create Incident Management best practices and ensure team adherence
Innovative Value-adds: * Responsible for identifying and developing innovative value adds that benefit the project/customer/organization
Escalations: * Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.
Skill Examples: * Extensive knowledge/Experience in managing and triaging Production Support incidents and issues

• Experience working with distributed teams in different time-zones
• Strong commitment to quality and engineering excellence
• Ability to take on new challenges and explore new technology/tools
• Strong communication skills
• Able to work in a high paced dynamic and culturally diverse environment
• High level of commitment initiative enthusiasm and vision
• Excellent presentation and interpersonal skills
• Prioritize workload providing timely and accurate resolutions

Knowledge Examples:

• Appropriate software programs / modules
• Able to give Knowledge transitions to the team as when required
• Experience in supporting enterprise customers
• Provide estimates for candidate Enhancement and Defect work to be included in release
• Operating Systems and software platforms
• Integrated development environment (IDE)
• Agile methods
• Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:
Role : MS Dynamics 365 - Technology Consultant O2C The O2C Technology Consultant (in collaboration with the Finance and Procurement Process Owners) designs, develops and champions creative and compelling MS Dynamics 365 solutions automating Aptias O2C Processes. Works directly with the Finance and Procurement project stakeholders and perform activities such as modeling process and data requirements, creating user stories from business requirements, defining business rules, participating in creating test cases, supporting testing (E2E and UAT), and being the primary functional liaison to the 3rd party System Implementer (SI) and AMS teams. They also work with SI Team to design and build solutions using low code development techniques and Dynamics configurations. Familiar with Agile methodology, they manage the Agile process, including helping the team to reach consensus for what can be achieved in a specific time period, contributing in the management of daily scrum ceremonies. Responsibilities Participate in projects related to the implementation, upgrade, or enhancement of Microsoft Dynamics O2C processes with the Finance and Procurement Functions. Gather, document, and analyze the client's O2C requirements and pain points. Design O2C solutions that meet the Finance and Procurement needs and follow industry standards. Use of Microsoft Dynamics development and reporting tools to develop O2C enhancements customizations, integrations, workflows, and reports. Support the creation of correct ETL processes, to migrate the existing O2C data from other systems to Dynamics 365, establishing seamless data integration with other enterprise applications. Test, with Finance and Procurement Key Users, the O2C solution and ensure its quality and performance. Train the key users and end users on how to effectively utilize Microsoft Dynamics for their O2C tasks. Act as the single point of contact to liaise with 3rd party AMS vendor on post-go-live support and maintenance for the O2C solution. Provide as needed support for troubleshooting and remediation of technical issues. Experience & Qualifications A bachelors degree in computer science and engineering, accounting, business, or a related field At least 5 years of experience in implementing and supporting Microsoft Dynamics 365 Finance and Operations or similar (AX or Business Central) ERP systems. Knowledge of Microsoft Power Apps, Power Automation toolset and exposure to Power BI techniques. Experience in Agile methodology and the use of MS ADO toolset. A good understanding of the O2C process and best practices in the financial service industry. Excellent communication, presentation, stakeholder management and problem-solving skills. Ability to work independently and as part of a team, manage project tasks under pressure, and meet deadlines. Demonstrated ability to work with different geographies and cultures. A certification in Microsoft Dynamics 365 Finance or Supply Chain Management is preferred.
Skills:
Automation,Microsoft Dynamics,Etl Tools,Agile Methodology
About Company:
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact touching billions of lives in the process.