Functional Support:
a) Supplier External EPCIS messages monitoring - issue analysis/fixing/Reporting
b) DC Internal Events Monitoring - issue analysis/ fixing/Reporting
c) Pharmacy Internal Events Monitoring - issue analysis/fixing/Reporting
d) Reconciliation of SAP ATTP and SAP ICH w.r.t EPCIS messages processing
e) Master data maintenance support – monitoring, reporting and maintaining the master data records on time
f) Supplier EPCIS/ICH onboarding support
g) Validation support for Serialization Solution – Support Regression testing, Performance testing, Integration testing
h) Periodic/Ad hoc Reports – System reports to be prepared on serialized events/objects/transactions as per business requirements
i) Background Jobs Monitoring – Monitoring the serialization relevant background jobs and taking necessary action on failures
j) Weekend Support – Support for the critical issues or planned system related activities during the weekend
k) On call Support – Support for the critical issues which requires urgent attention and can’t wait for incident creation/response
l) Creation and Maintenance of Knowledge Repositories – Updating the Support team resource details, Updating the KT documents, RCA documents, Known Error Solution Database, Stakeholder Contacts and Escalation Matrix, etc.
m) Periodic Review Discussion with Walmart Engineering – Review discussion to align on the tasks performed, pending activities, guidance/approval needs, key highlights, etc.
Technical Support:
a) Work with Functional team to gather business requirements and provide technical solutions which meet Walmart's Architecture and global standards.
b) Drive design, development, implementation and documentation of solutions using SAP ABAP skillset.
c) The deliverables will be in terms of RICEF, UI development, custom programs, interface with SAP/Non-SAP systems.
d) The development should cover performance management and Quality standards.
e) Extensively Work on POCs and demonstrate to business.
f) Ensure the deliverables are on time with zero defects.
g) Work on the documentation (Technical Spec) of the solution along with Unit testing document and submit for code review, documentation should cover all the backend logic involved.
h) Code completion must be done without any Priority 1 & Priority 2 issues in ATC checks
i) Extended SLIN check should not have any critical errors or warnings after code completion.
j) Unit testing must be carried out to cover at least 85% of the scenarios.
k) Must have experience in SAP technologies like OO ABAP, Reports & Enhancements.
l) Should have experience in Integration technologies (OData Services, SOAP/Proxy & File Transfers), must have worked on both Inbound & outbound Interface.
m) Experience in delivering the deliverables with Agile methodology is required, know about Sprint planning, PI planning, User story estimation etc.,
n) Building integrations between SAP/Non-SAP products and other SAP/Open stack products.
o) Contribute to the success of the implementation by applying SAP technical skills, to design and deploy enhanced processes and technical solutions in support of strategic initiatives.
p) Follow established practices for the delivery and provide reporting on the development and meet standards of solutions meeting QCD (Quality, Cost & Delivery).
q) Adherence to the planned delivery schedule while moving the developed solutions to Production on time with 0% deviation
• The proposed serialization team should be able to independently analyze, debug and identify the root cause of the issues and be able to fix them via direct production change or via change request submission
• This support requires handling of all the issues P0-P5, Major incidents and IIP (Incidents in progress) within the defined SLAs of MTTR, MTTD, MTTE, etc. defined by the serialization engineering team as below.
o Response SLA for P1 Critical incident <= 15 mins and Resolution SLA <= 2 hrs. (MI – Major Incident)
o Response SLA for P2 High priority incident <= 3 hrs. and Resolution SLA <= 4 hrs. (MI)
o Response SLA for P3 Medium priority incident <= 1 biz day and Resolution SLA <= 8 hrs. (MI)
o Response SLA for P4 – Low and P5 – Very Low priority incidents <= 2 biz days and Resolution SLA <= 3 biz days for P4 and Resolution SLA <= 5 biz days for P5 incidents.
NOTE: There are majorly 2 possible roots for incidents creation/arrival as below
a) Incidents created by the related users/stakeholders and assigned to the serialization support team, where the SLA will be defined by the submitter of the incident based on business priority
b) Incident created by the serialization support team itself against the errors/issues identified daily, where the
SLA will be defined by the support team itself based on the pre-defined conditions
• All the new issues/incidents that occur from the date of onboarding the proposed serialization team will come under the purview of their action items list. But the historic failures/issues that exists in the system landscape will be taken care/continued by the Walmart engineering team following the existing support process
• The proposed serialization support team is also expected to come up with relevant process improvement ideas w.r.t the support activities that can improve the efficiency of the solution and thereby reduce the errors/issues. And these initiatives/ideas can be discussed with Walmart engineering leadership to take it forward.
• The proposed serialization support team should maintain the Run books / Play books of the recurring incidents
• Only in case of critical incidents (P0-P1, MI, IIP), or issues impacting business that need immediate attention, or issues where the external/internal dependency is not getting resolved on time, the proposed serialization support team can contact the Walmart core-serialization engineering team as they are unable to resolve it independently.
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