Problem management & operational reliability · 2024 – 2026

From firefighting to root cause

Turning recurring incidents into permanent fixes — and changing how the team works.

Business context

With Oracle EBS, Scale WMS and their interfaces running core operations, recurring problems were showing up as tickets that were fixed, closed — and raised again.

Challenge

Move from closing tickets to removing causes, while protecting month-end close and day-to-day warehouse operations.

My role

Led investigations, vendor escalations and improvements to the team’s incident and problem management practice.

What I did

Led the investigation of a major Scale incident where a vendor fix created duplicate transfer receipts across three warehouses. Challenged the vendor’s testing and drove a deeper root-cause analysis, data correction and business communication.
Escalated a pattern of recurring Scale defects to the WMS vendor and pressed for a lasting fix, including fast-tracking a production fix for urgent report failures.
Started twice-weekly proactive monitoring of inventory stuck in staging, fixing issues before users were affected.
Traced repeated interface failures back to phantom inventory records, and proposed automating how they are detected and corrected.
Investigated COGS and DCOGS discrepancies with Finance and the ERP implementation partner, and found that sales reporting used the planned ship date instead of the actual one.
Analysed recurring PO receipt mismatches between Scale and Oracle, and proposed Power BI visibility to reduce support demand.
Improved knowledge, incident and problem management in ManageEngine.

Systems involved

Scale WMS
Oracle E-Business Suite
Interfaces
Power BI
ManageEngine

Outcome & business impact

Fewer recurring staging tickets through proactive monitoring.
Month-end close protected by finding the cause of COGS and DCOGS discrepancies.
Team practice shifted from closing tickets to fixing root causes.
[Add measured outcome, e.g. ticket reduction or automation go-live]