Position title: ERP Second Level Support (RUN) – Senior Analyst
Reporting to: ERP Second Level Support (RUN) – Shift Manager
Location: India

Role Statement
The ERP Second Level Support (RUN) Senior Analyst is accountable for ensuring
advanced functional support and deep root-cause analysis for complex issues
escalated from Triage and Junior Analysts, acting as the subject-matter expert
for a specific Oracle EBS module.
This role contributes to secure operations by driving effective resolution,
implementing preventive measures, and supporting continuous improvement of
Oracle EBS processes. The Senior Analyst takes end-to-end ownership of complex
tickets, designs and validates functional fixes and workarounds, and ensures
structured ticket handover within the Follow-the-Sun model to deliver
uninterrupted support coverage.
As a qualified first line of defense within the ERP Second Level Support team,
this role partners with the Shift Manager, Domain Head, Junior Analysts, ERP
Tech Factory, and ERP Product Specialists to ensure seamless escalation paths,
high-quality resolution,



and consistent service delivery aligned with the
organization’s Run operating model.

Key Duties
Ticket Resolution & Backlog Management
1. Take end-to-end ownership of complex tickets escalated from Triage and Junior
Analysts, ensuring thorough analysis and resolution within SLA targets.
2. Support prioritization and backlog management, especially for high-severity
incidents, ensuring alignment with business impact and SLA requirements.
3. Design, validate, and implement functional fixes and workarounds, confirming
solution effectiveness with key business stakeholders.
4. Generate structured ticket handover materials to ensure continuity in the
Follow-the-Sun model.
Root-Cause Analysis & Continuous Improvement
5. Perform in-depth root-cause analysis for complex or non-standard incidents,
accurately identifying underlying functional and process failures.
6. Define corrective actions and drive pr

📌 Application Development (Pune)
🏢 Vertiv
📍 Pune