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The Application Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their Packaged Application technologies such as ERP, Middleware and other business critical software remain operational through proactively monitoring, identifying, investigating, and resolving Application-based incidents, service requests and alerts. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimization of clients' Application infrastructure and services.

This role may also contribute to / support on project work as and when required.

Oracle APPS DBA (EBusiness )11i, R12.1 & 12.2

Oracle Database 11g ,12c & 19c

Working at NTT

Key Roles and Responsibilities:

• Proactively monitors the work queues

• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

• Updates tickets with resolution tasks performed

• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner

• Captures all required and relevant information for immediate resolution

• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems

• Communicates with other teams and clients for extending support

• Executes changes with clear identification of risks and mitigation plans to be captured into the change record

• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift

• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management

• Works with automation teams for effort optimization and automating routine tasks

• Coaches Service Desk and L1 teams for technical and behavioural skills

• Establishes monitoring for client infrastructure.

• Identifies problems and errors before they impact a client’s service

• Leads and manages all initial client escalation for operational issues

• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items

• Ensures all changes are carried out with proper change approvals

• Plans and executes approved maintenance activities

• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles

• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

• May also contribute to / support on project work as and when required.

• May work on implementing and delivering Disaster Recovery functions and tests.

• Install, patch, configure, tune and maintain the Oracle E-business Suite 12 and 11g/12c/19c Oracle databases.

• Should possess knowledge in Upgrades, Migrations, 19c Multi-tenant Databases, as well as familiarity with E-business suite.

• Concurrent Manager/Requests management/troubleshooting.

• Maintain emphasis on current databases by integrating them into daily business activities. Additionally, provide comprehensive support for EBS database administration tasks.

• Automation of some of the DBA tasks like Database health check reports/Possible monitoring Shell scripts if anything missing in the environment

• OEM 13c Enhancements and configure the EBS environments in OEM 13c, also performance improvements in OEM 13c.

• EBS Performance issues related to workflow and prepare a plan and implement the purge process if required.

• Oracle EBS Printer setups

• Database performance tuning using SQL Tuning advisor, Auto trace, TKPROF, STATSPACK, AWR, ADDM, explain plan.

• Physical (Hot/Cold) Backups using RMAN and Logical (Data Pump Export and Import, Regular Import & Export) backups

• Installation, configuration, and administration of Oracle 11g (11.2.0.1 to 11.2.0.4) and 12c (12.1.0.2 and 12.2.0.1) and 19c Standalone and RAC Database servers.

• Working knowledge on 3rd party integrations and Public Cloud will have added advantage.

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups

• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

• Ability to maintain a positive outlook at work

• Ability to work well in a pressurized environment

• Ability to work hard and put in longer hours when it is necessary

• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

• Ability to adapt to changing circumstances

• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

• Bachelor's degree, or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)

• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

• Relevant certifications such as:

• Oracle Cloud Infrastructure Architect Professional

• Oracle Database 19c certified Professional.

Required Experience:

• 3 to 8 Years of Experience in11i , R12.1.3 and R12.2.xAdministration

• Moderate level knowledge in ticketing tools preferably Service Now

• Moderate-level experience managing platforms including a combination of the following: Packaged Application technologies such as ERP, Middleware and other business critical software

• Moderate level knowledge of infrastructure and technology within the supported technical domain (i.e. ERP, Windows, Linux, SQL, Oracle Middleware and Webserver, etc.)

Skills Summary

Incident Resolution, Information Technology Infrastructure Library (ITIL), Infrastructure Deployment, IT Infrastructure Management, IT Monitoring, Managed Services Delivery, Root Cause Analysis (RCA), Troubleshooting

Workplace type :

On-site Working

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.