Supply Chain & Logistics Functional Consultant

About Zensar

Zensar is a leading technology consulting and services firm known for its experience-driven approach. We excel in creating digital experiences that evolve into scalable products, services, and solutions, designed to boost engagement for rapidly growing businesses. Our comprehensive capabilities, spanning experience, engineering, and engagement, distinguish us. Our work integrates technology, creativity, and insight with a focus on user-centric outcomes. With a $4.4 billion backing from RPG Group, we have over 10,000 employees working across 30+ global locations including Pune, Seattle, and London.

Role & Responsibilities

• Provide continuous (24x7x365) support through Enterprise Service Platform (ESP) incidents and epage assistance.
• Maintain active communication presence on ESP, Outlook, and Webex during working hours.
• Resolve at least three incidents daily per agent to meet service expectations.
• Achieve or surpass Balance Scorecard targets and related metrics.
• Follow ISO standards and utilize knowledge base documentation rigorously.
• Review and prepare weekly escalated cases alongside Incident Management Team; coordinate follow-ups with IT Operations.
• Represent Supply Chain & Logistics (S&L) Operations in Emergency Operations Center (EOC) bridge meetings.
• Monitor alerts (epage/email) around the clock and respond to restore S&L operations promptly.
• Participate actively in S&L release trainings and user acceptance testing (UAT).
• Assess agents’ readiness and knowledge for each project, enhancement, or defect within release cycles.
• Use ESP Knowledge Base resources and observe ISO procedures for consistent cross-functional collaboration.
• Follow up on case audits by implementing approved process improvements.
• Identify opportunities to optimize processes and increase efficiency.
• Arrange for backup staffing during absences.
• Handle additional special tasks as required.
• Manage incidents from the S&L business community with top quality within established SLA timelines.
• Determine if incidents relate to software releases.
• Execute UAT test cases related to releases.
• Coordinate and communicate both planned and unplanned outages effectively.

Preferred Candidate Profile

• Pega: Minimum two years of practical experience, holding Certified System Architect (CSA) certification.
• Salesforce: At least two years of hands-on expertise along with Salesforce Certified Administrator accreditation.
• Oracle: Minimum two years working experience focused on inventory and shipping modules.
• B2B Technologies: Two years of experience with B2B tools such as MuleSoft, API integrations, RosettaNet PIPs, and Data Transfer Gateways; familiarity with E2Open preferred.
• Solid understanding of End-to-End Incident Reporting and ISO processes.
• Knowledge of Reverse Logistics business operations.
• Intermediate skills in SQL and PL/SQL programming.