S3 Group - L2 Support Engineer - Supply Chain Technologies (5-8 yrs)

Job Description

Role : Level 2 Support Engineer Supply Chain Technologies

Required Technical Skill Set : Manhattan WMOS 2018/2020

Desired Experience : Range 5-8 years

No of Requirements : 2

Location of Requirement : PAN India

Desired Competencies (Technical/Behavioral Competency) :

Must-Have :

1. Technical Expertise : In-depth knowledge and hand-on experience with Manhattan WMOS 2020, Manhattan SaaS TMS, Manhattan SCI

2. Problem-Solving Skills : Strong analytical and problem-solving abilities with a focus on delivering effective and sustainable solutions.

3. Communication Skills : Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders.

4. Customer-Centric Approach : Ability to work collaboratively in a team environment and contribute to a positive and production work culture.

5. Documentation Skills : Proficient in creating and maintaining comprehensive documentation for support processes and technical configurations.

Good-to-Have :

- Prior-experience in Customer facing roles will be an added advantage

- Prior experience working in production support environment and implementation projects

Responsibility of Expectations from the Role :

- Technical Support : In-depth knowledge and hand-on experience with Manhattan WMOS 2020, Manhattan SaaS TMS, Manhattan SCI.

- Trouble Shooting : Investigate and analyze complex technical issues, identify root causes, and implement effective solutions in a timely manner.

- Communication : Collaborate with Level 1 support, Level 3 development teams. And other stake holders to ensure clear and concise communication regarding issue resolution and system enhancements

- Documentation : Create and maintain detailed documentation related to support processes, issue resolutions, and system configurations.

- Training : Provide training and guidance to Level 1 support and end-users to enhance their understanding of the systems and promote self-service issue resolution.

- Continuous Improvement : Proactively identify opportunities for process improvement, system optimization, and user experience enhancements.

Type Details of The Role (For Candidate Briefing) :

Reporting To : Service Delivery Partner

Size of the Team if any : Reporting to this Role Individual Contributor & should be a team player.

Unique Selling Proposition (USP) of The Role : Manhattan WMOS 2020, Manhattan SaaS TMS, Manhattan SCI.

Details of The Project :

(A short Briefing on the Project may be attached with this document for candidate- briefing). It may be shared with external stakeholders like job-agencies etc. o L3 Engineering activities

- Enhancement and configuration changes

- Lead Operational Readiness for project support transition.

- ServiceNow Knowledge management and SOP maintenance.

- Small to medium enhancements.

- Collaboratively support priority 1 & 2 major incidents

- Support scheduled maintenance activities.

- Lead Shift left processes.

- Change Management for break/fix, vendor maintenance and SDN testing including small to medium enhancements.

- Proactive monitoring on key indicators.