ORACLE EBS SUPPORT ANALYST LEVEL 2

Oracle EBS Support Analyst Level 2 - - - - - - - - - - - - KEY EXPECTED ACHIEVEMENTS Incident management.
Incidents are handled from identification to closure, including advanced technical and functional analysis.
High visiblity incidents are managed.
Focal points of his/her perimeter are ensured in case of crisis.
Identifies impact and validates priority.
Provides technical and functional analysis.
Provides the solution to users.
Identifies and communicates potential workarounds.
Informs users on the status of incident processing.
Provides the link with level 3.
Continues from the handling of the incident until its closure.
Service Requests handling.
Processing and resolution of complex service requests, ensuring timely and accurate communication with users.
Problem Management.
Leading or participating in root cause analysis, coordinating with responsible contributors for patch implementation.
Monitoring/Observability.
Leveraging monitoring tools and data to proactively address issues and optimize service delivery.
Inputs and requirements of monitoring system are provided to the build team.
Change Management.
Analysis and validation of changes in production, considering their impact on users and providing clear communication.
Links with the build team during the process of moving applications to production are ensured.
Continuous Improvement.
Active contribution to the continuous improvement of applications, proposing and implementing enhancements.
Proactivy and anticipation are provided to prevent issues.
Knowledge Management.
Sharing of acquired knowledge, providing guidance and training to team members.
Communication.
Accurate communication is provided (direct communication, user callbacks, portals,...) Service Level Management.
performance of his/her perimeter is steered and managed with accurate tools Operability.
contribute to guarantee that the build to run phase is done correctly.
including respect of the process itself, but also working with build team to explain expectation of support team Tutors Support Engineers Service Request processing Service Request processing.
Takes into account RH/RITM requests.
Processes RH/RITM or forwards it to a contributor.
Informs users on the status of RH/RITM treatments.
Continues the treatment of the RH/RITM until its closure Contributes to the analysis of root causes linked to incidents, (Problem Management) Participates or even leads the analysis of root causes of incidents.
Transmits the result to the contributors in charge of implementing the patches.
Work on issues encountered while doing monitoring of services by Support Analyst Exploits the monitoring set up by the construction and/or infrastructure teams.
Takes into account the alert and informs potential contributors to anticipate impacts on users Capitalizes the knowledge acquired Ensures the capitalization of lessons learned from its activities.
Avanzar juntos, un compromiso recíproco y responsable.
Unirse a Michelin es desarrollarse en una empresa donde el respeto, el diálogo, la pasión y la confianza son la clave de nuestra relación con los empleados.
Al construir con nosotros tu carrera, tú evolucionas y es todo Michelin quien avanza.
Con más de personas en todo el mundo, de 170 nacionalidades, la diversidad de talentos es un impulsor fundamental de la creatividad y la innovación.
La responsabilidad, la autonomía y el espíritu de equipo crean un compromiso colectivo puesto al servicio de todos nuestros clientes.
Juntos estamos innovando y promoviendo la movilidad de forma sostenible en todo el mundo, en todas sus formas, con pasión, entusiasmo y orgullo.