Lead and provide 2nd level application support for the Intel Supply chain segment. Collaboratively work with multi-level and multi-geo production support teams, as well as, capability development teams which consists of peer SAs, Application Developers, Product Owners and Scrum Masters in the implementation of production fixes, new capabilities, and enhancements to existing systems/processes. In this position, you will be part of the Intel's Information Technology Enterprise Global Operations Production Support Team which provides 24x7 support for mission and business critical applications within Supply chain domain.

Responsibilities will include but not be limited to:

• Incident/Problem Management support which includes troubleshooting and resolving application issues, including monitoring and reporting of such issues.

• Support user enhancement requests and early engagement activities working with Agile Persistent Teams for Product Data Management as liaison with Product Support team.

• Ensure maximum application uptime and no interruption to the operations of the supported applications and tools.

• Provide 12x7 oncall support every other week and avoid customer escalations and improve overall customer escalations .

• Respond to customers, partners/client requests/events as they occur and to provide issue resolutions.

• Provide auxiliary support as L2 resource to Escalation Manager to the IT Emergency Response Process in the event of a major incident or other emergency situation that impacts the availability and/or overall stability of IT products and/or services.

• Drive overall efficiency improvement like ticket reduction, Automate Service request and meet organizational goal.

Qualifications

1. B2B technology (EDI/EDIFACT and RosettaNet) standards: 2+ years of experience in B2B technology

- Good understanding of B2B standards (underlying business flows, messages structures) with Trading Partners.

- Good understanding of B2B supply chain (logistics, supplier, customer) domain process with Trading Partners.

- Troubleshoot and understand the functional spec to analyze the problem and identify the root cause.

2. SAP PI/PO (Process Integration/Orchestration): 2+ years of experience in SAP PI/PO

- Good understanding of middleware connector (IDOC, FILE, JMS, JDBC, SOAP) from one system to another.

- Good understanding of SAP PI/PO message troubleshooting.

3. SAP ECC: 2+ years of experience in SAP SD

- Good understanding of SAP ECC system integration via B2B technology on logistics, supplier, customer domain with Trading Partners.

4. Good understanding of Web applications + Microsoft SQL.

- Good understanding and able to query SQL statement.

- Good understanding and troubleshooting skill on stored procedure.

5. Good communication and written skills in English.
6. Good understanding of ServiceNow and ticket handling via ticketing system is an added advantage.
7. Has 2+ years of experience in production support role.
8. Expertise to handle moderate complexity technology tickets trouble shooting, analysis and problem solving.

Inside this Business Group

Intel's Information Technology Group (IT) designs, deploys and supports the information technology architecture and hardware/software applications for Intel. This includes the LAN, WAN, telephony, data centers, client PCs, backup and restore, and enterprise applications. IT is also responsible for e-Commerce development, data hosting and delivery of Web content and services.

Other Locations

India, Bangalore

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site.