ESRI (ArcGis) Support Engineer (L2)

Job Description

Experience 5+yrs

Location Pune(hybrid)

Immediate Joiner

Role Objective The ESRI Application Support Specialist will be responsible for the daily management, maintenance, and support of ESRI (ArcGis) environments. This includes ensuring the smooth operation, performance, and reliability of the applications .

Operational

Key Responsibilities:

• Day-to-Day Operations:
• Manage daily operations of ESRI (ArcGis) applications, ensuring proper user management, access control, and system configurations.
• Take regular backups and implement archiving procedures to safeguard data.
• Perform application performance tuning, optimize database performance, and purge temporary data or tables to ensure efficient system operation.
• System Health Monitoring & Maintenance:
• Conduct regular health checks of ESRI (ArcGis) applications, ensuring that systems are running efficiently.
• Proactively monitor ESRI (ArcGis) modules, alerting the team to any potential issues before they impact system performance.
• Check system logs and analyze reports to assess whether the application is functioning normally.
• Provide weekly reports detailing system performance status and highlight any areas of concern.
• Incident & Problem Management:
• Handle service desk requests and resolve incidents within the defined SLA and OLA.
• Manage functional issues, respond to user inquiries regarding system behavior, and provide guidance on application usage.
• Coordinate with Level 3 (L3) support when needed for unresolved incidents or complex system problems as per the maintenance contract.
• Perform root cause analysis on recurring incidents and resolve issues by coordinating with the necessary teams.
• Performance Optimization & Tuning:
• Conduct performance analysis to identify system bottlenecks and make recommendations for improvement.
• Ensure the ESRI (ArcGis) applications are running at optimal levels by tuning and adjusting configuration settings as necessary.
• Perform regular patching on the application level to keep ESRI (ArcGis) systems up-to-date and secure.
• Actively monitor and improve system KPIs related to performance.
• Change & Configuration Management:
• Ensure that any configuration changes or data corrections are performed in line with the change management process.
• Deploy changes into production only after they are approved via the standardized Change Management process.
• Ensure any new system configurations or updates are thoroughly tested and documented before deployment.
• Customer Support & User Management:
• Provide first-line and second-line support for ESRI (ArcGis) application users, resolving issues related to system transactions, usage, and data configuration.
• Participate in the user management process by handling access control and user permissions within the ESRI system.
• Support users by answering queries and providing guidance on system functionality and best practices.
• Governance, Documentation & Reporting:
• Maintain up-to-date design documentation reflecting changes in ESRI (ArcGis) applications due to ongoing operational support.
• Conduct regular Governance Forums to review and approve changes affecting ESRI (ArcGis) applications.
• Track and document all changes, ensuring compliance with governance procedures.
• Capacity & Licensing Management:
• Report periodically on the utilization of ESRI (ArcGis) systems, including licensing and system capacity.
• Plan for future growth by identifying potential capacity issues and providing recommendations for scaling up system resources.
• Root Cause Analysis & Continuous Improvement:
• Investigate incidents affecting system operation, conducting root cause analysis to understand the underlying causes.
• Develop strategies for addressing issues long-term and implement corrective actions based on findings from root cause analyses.
• L3 Coordination & Third-Party Vendor Management:
• Coordinate with Level 3 (L3) support teams for complex issues, ensuring timely resolution of critical problems.
• Work with PSA (Professional Services Automation) departments, third-party vendors, and external support teams for complex system troubleshooting and maintenance activities.
• Ensure issues are escalated as needed and that resolutions are implemented according to the service level agreements.
• Advisory & Technical Account Management:
• Provide advisory services on ESRI (ArcGis) design, architecture, and capacity planning.
• Conduct periodic solution assessments and monitor ESRI application adoption to ensure the system meets business needs.
• Assist in the design of new system features and enhancements, ensuring they align with overall technical strategy.
• Non-Production Environment Management:
• Ensure the availability and smooth operation of non-production environments, including test, staging, and training environments.
• Provide support for different project phases or training activities and resolve any issues in non-production environments.
• System Enhancements & Functional Support:
• Assist in revising GAP documents for new features or changes, providing recommendations for new functionalities and ensuring the system's compatibility with existing functionality.
• Work closely with business users to gather requirements for new functionalities or improvements and ensure that these changes are implemented without disrupting existing operations.
• Proactive Monitoring & Incident Detection:
• Proactively monitor ESRI (ArcGis) systems for alerts, identifying issues early and resolving them before they impact the application.
• Follow incident management procedures to ensure that all incidents are tracked, resolved, and reported as per established SLAs.
• Ad-Hoc Enhancements & Reporting:
• Perform reporting activities related to PSA operations and business enhancements, ensuring data is reconciled and reports are accurate.
• Collaborate with business teams to understand emerging business requirements and develop solutions for operational or functional enhancements.
• Educational Qualifications:

• Skills & Experience:
• ESRI Application Management: Proficient in configuring, deploying, and optimizing ESRI systems, including user management and access control.
• Incident & Problem Management: Strong experience in incident handling, root cause analysis, and escalation to Level 3 (L3) support.
• Performance Optimization: Skilled in monitoring system performance, identifying bottlenecks, and applying tuning techniques for efficiency.
• Change & Configuration Management: Knowledge of change management processes for system updates, configurations, and troubleshooting.
• Governance & Documentation: Expertise in maintaining up-to-date system documentation and adhering to governance processes.
• Root Cause Analysis: Strong analytical skills for diagnosing issues and implementing effective solutions.
• Capacity & Licensing Management: Experience managing system capacity, resource utilization, and licensing requirements.
• L3 Support Coordination: Proven ability to collaborate with L3 support for resolution of complex issues and ensure SLA compliance.
• Customer Support: Effective communicator with experience providing user support and troubleshooting system issues.
• Ad-Hoc Task Management: Ability to perform tasks such as data cleanup, reconciliation, and reporting to support business needs.
• Experience:
• Extensive experience supporting and managing ESRI applications.
• Proven track record in incident management, system optimization, and performance monitoring.
• Hands-on experience with change management and system upgrades.
• Strong coordination skills for working with cross-functional teams and L3 support.
• Extensive experience with Oracle Financials modules: General Ledger, Accounts Payable, Accounts Receivable, Cash Management, Fixed Assets.

In-depth knowledge of Oracle E-Business Suite architecture and Oracle Fusion Cloud Financials.

Proficiency in configuring and customizing Oracle Financials to meet business needs.

Expertise in Oracle technologies: PL/SQL, SQL, Forms, Reports, Workflow, BI Publisher.

Skilled in developing customizations, extensions, interfaces, and workflows.

Experience with data migration, integration techniques, and Oracle reporting tools.

Familiar with Oracle administration tools and version control systems.

• ESRI Application Management: Proficient in configuring, deploying, and optimizing ESRI (ArcGis) systems, including user management and access control.
• Incident & Problem Management: Strong experience in incident handling, root cause analysis, and escalation to Level 3 (L3) support.
• Performance Optimization: Skilled in monitoring system performance, identifying bottlenecks, and applying tuning techniques for efficiency.
• Change & Configuration Management: Knowledge of change management processes for system updates, configurations, and troubleshooting.
• Governance & Documentation: Expertise in maintaining up-to-date system documentation and adhering to governance processes.
• Root Cause Analysis: Strong analytical skills for diagnosing issues and implementing effective solutions.
• Capacity & Licensing Management: Experience managing system capacity, resource utilization, and licensing requirements.
• L3 Support Coordination: Proven ability to collaborate with L3 support for resolution of complex issues and ensure SLA compliance.
• Customer Support: Effective communicator with experience providing user support and troubleshooting system issues.
• Ad-Hoc Task Management: Ability to perform tasks such as data cleanup, reconciliation, and reporting to support business needs.

• Proven experience in supporting and managing ESRI applications.
• Strong knowledge of ESRI system functionalities, configurations, and performance optimization techniques.
• Experience with incident and problem management, including root cause analysis and resolution.
• Familiarity with change management, governance, and documentation standards.
• Ability to work effectively in a fast-paced, multi-tasking environment with minimal supervision.
• Strong communication skills and the ability to work cross-functionally with various stakeholders.
• Ability to handle escalations and coordinate with Level 3 (L3) support when necessary.
• ESRI (ArcGIS)Application Support and Management
• Performance Monitoring and Optimization
• User Access Management and Support
• Behavioral Skills:
• Strong problem-solving skills and ability to translate business requirements into technical solutions.
• Excellent communication and teamwork skills to interact with business users and colleagues effectively.
• Excellent communication and teamwork skills to interact with business users and colleagues effectively.
• High level of accuracy in system configurations, customizations, and reporting.
• Commitment to providing high-quality support and understanding business user needs.
• Ability to manage multiple tasks and prioritize effectively to meet deadlines.

Skills: root,change & configuration management,esri application management,customer support,esri,arcgis,l3 support coordination,ad-hoc task management,data,root cause,oracle financials,application,skills,oracle technologies (pl/sql, sql, forms, reports, workflow, bi publisher),performance optimization,incident & problem management,management,governance & documentation,capacity & licensing management,root cause analysis