ERP support engineer L2

Systems Plus is hiring for ERP Support engineer L2

Location - Remote (Initial 2-3 months training in Pune office)

• 3 to 6 years of total experience, with in-depth expertise in ERP support, advanced troubleshooting, SQL, and AS400, preferably with a focus on retail operations.
• Provide Level 2 support for incidents, alerts, and requests requiring advanced configuration, script execution, and detailed troubleshooting.
• Analyze and resolve issues escalated from Level 1, ensuring a swift and effective resolution.
• Understand the business impact and severity of reported issues to prioritize resolution activities appropriately.
• Collaborate with Level 3 teams for unresolved tickets by providing detailed information and supporting the root cause analysis process.
• Maintain and update documentation for process changes, solutions, and workarounds.
• Perform ongoing process reviews and propose continuous service improvements to stakeholders.
• Follow up on aged tickets, coordinating with IT teams (Retail, EDI, BI, etc.) and vendors as necessary.
• Participate in problem management, assisting with root cause analysis and corrective actions for recurring issues.
• Support the onboarding of emerging technologies to improve service delivery efficiency.
• Monitor key performance indicators (KPIs) and ensure compliance with SLA requirements.
• Provide on-call support for Priority 1/Emergency tickets outside standard support hours.
• Optimize ITSM tools and processes based on observed challenges and opportunities for improvement.
• Advanced knowledge of AS400 for job monitoring and troubleshooting. Assist with AS400 job monitoring, advanced SQL query execution, and troubleshooting complex issues.
• Communicate updates on incidents and requests to business users and IT teams (Level 3 and others) promptly and accurately.
• Collaborate closely with retail business teams to align ticket resolution priorities with operational needs.
• Strong understanding of ITIL processes, including problem management and escalation protocols.
• Participate and assist in audits to ensure compliance with internal and external standards and regulations.
• Excellent communication skills (both verbal and written)
• Experience with ERP systems (Aurora preferred).
• Excellent documentation skills and the ability to create SOPs and process guides.
• Retail experience preferred, with familiarity in aligning support to retail business operations.