Role & responsibilities

Working on ESP Incidents and providing epage support 24x7x365
Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.
Resolve minimum of three (3) Incidents daily per Agent.
Meet or exceed the Balance Scorecard and Metrics.
Adhere to the ISO documents and Knowledge base articles.
Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.
Participate in Emergency Operations Center (EOC) bridge to represent S&L; Operations.
Monitor epage/email alerts 24x7x365, take needed actions to restore the S&L; Operations.
Engage in S&L; Release Trainings and UAT.
Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.
Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.
Act on Case Audit outcomes to develop and implement approved enhancements.
Identify and implement process improvements and efficiency gains.
Arrange for backup Agents during periods of absence.
Perform additional special assignments or tasks as needed.




Address the incident from the S&L; business community with highest quality with in the defined SLA
Monitor the incoming incident and determine if release related
Execute the UAT test cases for the release
Manage and communicate the planned and unplanned outages

Preferred candidate profile
Pega:
At least 2 years of practical experience in Pega, with certification as a Certified System Architect (CSA)
Salesforce:
At least 2 years of hands-on experience in Salesforce, along with a Salesforce Certified Administrator credential.
Oracle:
At least 2 years of direct experience in Oracle, focusing on inventory management and shipping processes.
B2b Technologies
At least 2 years of hands-on experience with B2B technologies, including proficiency with MuleSoft, API integration, RosettaNet Partner Interface Processes (PIPs), and Data Transfer Gateways (E2Open is preferred).
Proficiency in End-to-End Incident Reporting (IR) and ISO processes.
Knowledge of Reverse Logistics (RL) business processes. -Familiarity with SQL/PL SQL at an intermediate level.

📌 Supply Chain & Logistics Functional Consultant Pune
🏢 Zensar
📍 Pune