Posted 22 August, 2026
SCM EBS Support
Diverse Lynx
PUNE,Maharashtra
Full Time
Reference: 365_569689_26-03476
JD:
Working on ESP Inicidents and providing epage support 24x7x365
Working on ESP Inicidents and providing epage support 24x7x365
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Maintain active status on the Enterprise Service Platform (ESP), Outlook and Webex chat throughout work hours.
- Resolve minimum of three (3) Incidents daily per Agent.
- Meet or exceed the Balance Scorecard and Metrics.
- Adhere to the ISO documents and Knowledge base articles.
- Prepare and review weekly escalated cases with Incident Management Team and follow up with IT Operations team.
- Participate in Emergency Operations Center (EOC) bridge to represent S&L Operations.
- Monitor epage/email alerts 24x7x365, take needed actions to restore the S&L Operations.
- Engage in S&L Release Trainings and UAT.
- Evaluate agents on each Project/Enhancement/Defect functionality within releases, ensuring they meet the required knowledge and readiness standards.
- Utilize the ESP Knowledge Base, adhere to ISO processes, and maintain cross-functional collaboration standards.
- Act on Case Audit outcomes to develop and implement approved enhancements.
- Identify and implement process improvements and efficiency gains.
- Arrange for backup Agents during periods of absence.
- Perform additional special assignments or tasks as needed.
- Address the incident from the S&L business community with highest quality with in the defined SLA
- Monitor the incoming incident and determine if release related
- Execute the UAT test cases for the release
- Manage and communicate the planned and unplanned outages
- At least 2 years of practical experience in Pega, with certification as a Certified System Architect (CSA)
- Salesforce:
- At least 2 years of hands-on experience in Salesforce, along with a Salesforce Certified Administrator credential.
- Oracle:
- At least 2 years of direct experience in Oracle, focusing on inventory management and shipping processes.
