Job Description

Job Summary

• The JDE L2 Support Engineer is responsible for providing second-level support for JD Edwards EnterpriseOne applications, ensuring application availability, incident resolution, system stability, and adherence to SLA commitments. The role involves troubleshooting functional and technical issues, coordinating with business users and technical teams, supporting production deployments, and participating in continuous service improvement initiatives.
• ITIL Processes awareness (Incidents / Change / Service requests )
• Helping team members in case of Issues/Technical Problems
• Manage and resolve JDE application incidents within SLA targets.
• Perform root cause analysis (RCA) for recurring issues.
• Handle high-priority production incidents and escalations.
• Coordinate with L3 teams, vendors, and infrastructure teams for issue resolution.
• Document workarounds, known errors, and solutions.
• Validate solutions with users and ensure proper ticket closure

Monitoring and Operations

• Monitor JDE environments, batch jobs, integrations, and interfaces.
• Perform daily health checks and proactive monitoring.
• Analyze system logs and application errors.
• Ensure application availability and performance.

Change and Release Support

• Support deployments, releases, and configuration changes
• Participate in patching, upgrades, and maintenance activities
• Follow ITIL processes for change management

Documentation & Knowledge Management

• Prepare and maintain runbooks, SOPs, and known error databases
• Document incidents, fixes, and troubleshooting procedures

Key Responsibilities

Technical Requirement

• Strong experience in JDE enterpriseOne support
• Knowledge on JDE Architecture and CNC support
• Support JDE Modules such as
• Finance (GL, AP, AR, FA), Distribution, Procurement, Inventory mgnt, Sales order mgmt
• Manufacturing,
• JDE administration and environment management
• Batch jobs (UBE)
• Package deployments
• ERP troubleshooting, SQL Query knowledge
• Knowledge on Windows and Linux environments
• Familiarity with ticketing tools (ServiceNow, JIRA)

Skill Requirements

• Excellent communication and conversation skills (Verbal and Written)
• Excellent customer handling skills
• Good documentation skills
• Strong analytical skills and problem-solving capabilities
• Experience on some middleware technologies like Apache, Tomcat, Weblogic, Jboss would be an added advantage.

Other Requirements

Typically 4+ years of experience in application / production support