World’s leading online retail shopping services. It provides services to four primary customer sets: consumers, sellers, enterprises, and content creators. The company also provides other marketing and promotional services, such as online advertising and co-branded credit card agreements.
Domain
Online Retailer
Geography
GLOBAL
Customer / Product
EBS 12.1.3
AP, AR, FA, CM, GL
OM, PO, INV
BI Reporting, 3PL sources
Technology
Remedy tools (JIRA, SIM, TT)
PL/SQL Packages
SQL*Scripts
Version Control (SVN)
FTP – Putty, WINSCP
RICEW Objects
People soft (HRMS)
Version
EBS 12.1.3
AP, AR, FA, CM, GL
OM, PO, INV
BI Reporting, 3PL sources
OVERVIEW
SCOPE / FEATURES
- Support of EBS 12.1.3
- Problem management (Bug Fixing)
- Performance improvement
ACHIEVEMENTS / TAKEAWAYS
- Stabilized the incident management process, by proposing a new model for the First Contact SLA and Resolution SLA.
- Provided 24*7 support with effective onshore & offshore model. Reduced the open incidents from 850+ to less than 300 within 4 months.
- Fixed bugs and applied unique patches in the Oracle for efficient payment process, reduce corruption, performance improvement and on-time period close.
- Enhancements of existing processes to reduce bottlenecks, reduce program wait time and effective log.
- Worked extensively to bring the performance of the instance unto the mark.
- Build-Monitor-Review-Revise model used. Build dashboards in BI to monitor the incident resolution & automated emails to support engineer, which helps to achieve target resolution and reduced Aging.
- Provided continuous improvement in meeting SLA, helped to achieve customer satisfaction
BENEFITS
- Stabilized the Application and Improved the Uptime
- Customer Delight on Support
- Created additional Band-width for the team to work on New Enhancements & Development
