01Responsibilities
- Provide Level 2 (L2) production support for logistics and supply chain management applications, ensuring timely incident resolution within defined SLAs.
- Monitor production systems, batch jobs, interfaces, and application performance to ensure system stability, availability, and business continuity.
- Analyze, troubleshoot, and resolve functional issues related to Order Management, Warehouse Management (WMS), Transportation Management (TMS), inventory, and supply chain processes.
- Prioritize and manage incidents based on business impact, providing regular status updates to stakeholders and maintaining complete ticket documentation.
- Perform root cause analysis (RCA) for recurring issues, identify process/configuration gaps, and implement permanent solutions in coordination with technical and development teams.
- Write and execute SQL queries for data analysis, validation, troubleshooting, data integrity checks, and corrective actions.
- Monitor and support integrations between ERP, WMS, TMS, and external systems, resolving interface failures and ensuring accurate data flow across applications.
- Support application releases, patches, enhancements, and configuration changes through impact analysis, production validation, rollback planning, and post-deployment verification.
- Act as the primary functional point of contact for business users, providing issue resolution, workarounds, user guidance, and operational support.
- Collaborate with cross-functional teams, including business stakeholders, IT teams, vendors, and development teams, to address production issues and improve service delivery.
- Conduct daily health checks, operational validations, and proactive monitoring to identify and prevent potential system disruptions.
- Maintain and update SOPs, knowledge base articles, troubleshooting guides, known error documentation, and support knowledge transfer initiatives for team members and L1 support teams.
- Drive continuous improvement initiatives to reduce incident volumes, enhance operational efficiency, and improve overall service quality.
Skill set Required:
- Strong understanding of:
- Logistics / Supply Chain processes
- Order management, warehouse operations, transportation flows
- Ability to translate business issues into system-level solutions.
Technical Skill Set Required
- Strong knowledge of database concepts and SQL querying.
- Experience with enterprise applications such as:
- Oracle SCM / WMS / TMS or equivalent systems
- Familiarity with:
- Ticketing tools (ServiceNow, Jira)
- Monitoring tools and logs analysis
Other Skills Required:
- Solid problem-solving and analytical skills.
- Ability to work independently and in a team environment.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure in business-critical environments.
Shift Work / Travel Required:
- Participate in 24/5 production support rotation/on-call support.
- Handle critical incidents during off-hours and weekends as required.
Experience (Min ~ Max):
- 3+ years of experience in production/application support (preferably L2 role).
- Experience in logistics, supply chain management (SCM), or transportation systems is highly preferred.
Education Required:
Bachelors degree in Computer Science, Information Technology, Supply Chain, or related field.
Salary (Min~Max)
Max 7 LPA
Recruitment To be Filled (on or before):
Immediate .
