Key Responsibilities:Proactive Management:Take charge of the health, performance, and uptime of customers' applications, databases, and infrastructure.Collaborate with the Quality of Service (QoS) team to standardize processes, reducing incident rates and enhancing overall service reliability.Issue Resolution & Customer Support:Lead technical problem-solving efforts for applications, databases, and infrastructure issues, ensuring timely resolutions.Act as a liaison between customers and the infrastructure team to resolve escalated problems.Host bi-weekly customer meetings to provide updates on ticket status, service health, and to resolve any concerns about customer satisfaction.Change Management:Oversee and review complex changes within customer portfolios, ensuring smooth, risk-free implementations.Drive problem management efforts, including Root Cause Analysis (RCA) and chronic issue resolution.Service Reviews & Strategic Recommendations:Conduct regular service reviews with customers, offering feedback and support while recommending cutting-edge solutions such as Mobile Apps, Orchestrator, and UX One.Support small-scale system enhancements or upgrades through effective project management.Qualifications & Requirements:Education:Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent experience.Experience:5+ years of JD Edwards consulting experience, specifically with product implementation, upgrades, installations, and support.Strong familiarity with IT Service Management (ITSM) processes.Technical & Professional Skills:Skilled at technical problem-solving and managing chronic issues.Proven ability to recommend and implement innovative solutions using cutting-edge technologies.Knowledge of IT governance models and best practices.Soft Skills:Customer-focused with exceptional organizational and multitasking abilities.Excellent verbal, written, and presentation skills, with the ability to communicate effectively at all organizational levels.Strong team player, able to manage competing priorities independently or as part of a group.Apply Today!Dont miss the opportunity to grow your career with a forward-thinking team. Join us in delivering exceptional service and driving impactful solutions for our clients across EMEA.