G8 - Lawson Financials Support - Sr.Consultant

To provide L1/L2 support for Lawson-Financials ERP V10(On-Prem) in OS/400 with database technology DB2.In-scope modules of Core Transaction Processing- Enterprise Financial Management (AP, MA, PO & GL)- Inventory- Costing

General requirements

Provide L1 and L2 support for the Application Maintenance engagement which is heavy off-shoreNature of the work predominantly handling - Access, psw, sign on etc, application down incidents and user requests with interface issues / Printers / reports.  L2 issues w.r.t timely processing of invoice jobs, Pos, functional issues etc.,Before getting into L1/L2 Support, person should be able to take KT as needed as per the defined process, provide steady state support as per KPIs/SLAs.Document support process, standard operational procedures, support reference manuals.To be able to work 10x5 model (1.30 pm to 11.30 pm IST) on working days, week-end on-call for Hi-Sev/Hi-Pri tickets – Demonstrate. Positive work attitude & communication in work co-ordination & meetings, status reporting.  Be flexible to stretch for any critical business needs.Support disaster recovery, BCP as neededShould have strong experience in support engagements, using the ITSM/ Ticket management tools with fair understanding of Ticket life cycle both, on incidents/user requests, response/recovery SLAS/escalation procedures.Perform Root cause analysis on repeated support issues and provide continuous improvements. Automate any manual processes, procedural user requests etc.,To be able to independently work and at the same time, be a good team player to collaborate with stake holders both internal and external as necessary.To be ready and flexible to cross trained on the job any interfacing apps, additional skills, any additional tools to provide improved service to customer.
Escalate issues to the Lead/PM/DM in a timely manner and be associated for issue resolution.
Note:1st Preferred location – Hyderabad, 2nd Preferred Location – Bengaluru, 3rd Preferred Location – Chennai, though currently Hybrid model.To be flexible work in Remote and work from office as directed by Organization leadership.