XStore L2 Support Lead

  • Los Angeles, CA
  • Posted 16 hours ago | Updated 9 hours ago

Overview

On Site
Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

ORPOS
ORCE
Xstore Web Services
Oracle Xstore POS
Oracle Retail Suit
Oracle Retails Point of Sale
Root Cause Analysis
RCA

Job Details

Position: XStore L2 Support Lead

Location: City of Industry, CA

Duration: Long term contract

Job Description:

XStore support lead who can efficiently drive the incident management along with business-as-usual activities.

Experience from engagements need to elucidate the responsibilities as defined below.

Overall 7 to 10 years with strong communication verbally and written is quint essential

Responsibilities of a L2 Support Lead:

  • Proactive incident resolution with automated monitoring alert
  • Preliminary analysis of failed interfaces
  • Collaborate with product vendors and engineering teams
  • Deployment and tracking corrective changes (patches/upgrades) to production
  • Application maintenance (Archiving/Purging data or log files)
  • Database monitoring and optimization (Archiving/Purging data)
  • Tracking Base Product Service requests and Continuous Improvement by identifying the recurring issues
  • Raise and tag recurring incidents to the Problem Management tickets along with Root Cause Analysis (RCA)
  • Follow escalation metrics and procedures used to resolve user issues and problems.
  • Monitoring/ensuring apps availability, connectivity, data integrations and critical process completion.
  • Monitor Deployment and report incidents for corrective changes (patches/upgrades) to production
  • Collaborate with product vendors and 3 party vendors for store application maintenance
  • Proactive knowledge sharing with L1 help desk team providing a comprehensive knowledge repository on step-by-step incident resolution approach on a periodic basis enabling shift left
  • Post Deployment validations and Creating MNTS on a need basis
  • Knowledge Management for future reference
  • Reporting and Review meetings at agreed frequency
  • Coordinate with client stakeholders and internal teams effectively and share periodic communication
  • Cover support coverage over weekend and during P1 and P2 incidents
  • Collaborate with internal teams, client stakeholder teams during peak period along with Month and Year End activities
  • Raise and coordinate with Oracle on Service Requests if any

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