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 solid 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.

📌 Support Engineer - JDE (Hyderabad)
🏢 Tecnoprism
📍 Hyderabad