Technical Support Senior Analyst

Technical Support Senior Analyst

Title: Technical Support Senior Analyst
Location: France-Velizy Villacoublay
Other Locations:

Job Description
This Senior Technical Analyst will provide Lights On support of a supply chain planning solution in a high-visibility, client-site role. This person will work at the client's office near Paris (Alcatel at Velizy), France as an integral part of the client's IT application support team. He/she will help manage client/customer expectations while providing technical leadership to an offshore development team. wwAPS is a global application for Alcatel and platinum support is provided (24/7 support)
The supported supply chain planning solution is based on i2 applications and has over 800 users in Europe, North America, and Asia. Integration between applications and with external transactional and reporting systems is a key aspect of the solution.

Primary Responsibilities
* Ensure integrity of a nightly job schedule
o Understand the technical details of the job sequence and the monitoring process.
o Assess downstream impacts and define recovery sequences in the event of failures and plan for requested out-of-sequence job sets.
o Act as the Single Point of Contact for on-shore technical issue escalations.
* Prioritize Service/Defect Requests to maintain service level agreements
o Facilitate communication between solution users and offshore development team for high-risk, high-visibility service requests.
o Manage Non-Standard Service Requests for larger scale requests (small projects).
* Technical Quality Assurance
o Lead technical change board to ensure SR/DR compliance with quality guidelines for documentation, test, and deployment packages.
o Work with cross-functional teams to provide Root Cause Analysis for high-visibility issues.
o Drive on-going process improvement to change management practices - how to migrate changes from development to integration to user acceptance to production.
* Manage regular maintenance activities
o Serve as primary technical interface with external support teams - e.g. infrastructure, scheduling, and ERP.
o Ensure the cyclic refresh of development and test environments
o Integration and Functional test case monitoring and response (preventative action).
Requirements
· Bachelor's Degree in Computer Science or Engineering. (P )
· English Fluency - must be able to communicate complex technical concepts in English. (R )
· Minimum five years experience supporting enterprise applications in a client/customer facing role (Supply Chain Management domain preferred). (P)
· Excellent communication skills (written and verbal). Must be able to manage customer expectations in a confident manner. (R )
· Excellent organizational skills with an ability to balance constantly evolving sets of issues and priorities. (R )
· Strong analytical and problem solving skills with an ability to resolve complex problems with little guidance. (R )
· General understanding of KPI and SLAs and performing to achieve given targets. (P)

Technical Skills and Knowledge
* Database - Oracle (R)
o Strong general SQL abilities for data analysis
o Familiarity with PL/SQL for issue analysis
o Familiarity with Oracle development tools like TOAD
o Debugging
* Unix - HP-UX (R )
o General working knowledge of Unix
o Ability to read shell (ksh) scripts
o Unix programming
* Job Scheduling - Computer Associates TNG (R)
o Strong knowledge of job sequencing and scheduling
* Configuration Control - Subversion (SVN)
o General knowledge of configuration control processes (checkout, commit, branching, merging, etc.)
o Tortoise SVN
* Office Applications - Microsoft Office (R)
o Expert knowledge of Excel for analysis and reporting
o Use of Outlook to manage and filter high volumes of automated emails (rules & alerts)
* Other Software (P)
o Lotus Notes
o ETL - Informatica
o Weblogic
o Java workflow application experience
Desirable Skills and Knowledge
· Functional Knowledge of Supply Chain Management (P)
· Previous experience in a software development environment (R)
· Being familiar with problem solving techniques (R)
· Working experience with best shore teams (R)
· i2 Product Knowledge - MDM, SCP, DP and/or DM. (P)
· ITIL Certification or Knowledge (P)
_____________________________________________________________________________________
(P)= Preferred skills/qualifications/knowledge
(R) = Required skills/qualifications/knowledge