Application Support Engineer

Job Title: Application Support Engineer

Location: Near Newark, NJ - 3 days a week onsite

Length: 6-10 months

Skill Requirements

• Must Skills

• OMS – Fluent Commerce Platform: Experience in working with the Fluent Commerce Order Management System for managing order lifecycles, inventory availability, and fulfillment logic; knowledge of integrating Fluent OMS with frontend and backend systems through APIs and event-driven architecture.

• Java/J2EE: Proficient in developing enterprise-grade applications using Java and J2EE technologies such as Servlets, JSP, EJB, JDBC, and Spring framework; understanding of multithreading, exception handling, and RESTful service development.

• SAP GUI: Working knowledge of SAP Graphical User Interface (SAP GUI) for interacting with SAP ERP modules; capable of performing transactions, data validation, and supporting functional teams in navigating and using SAP environments effectively.

• Familiarity and working experience on ecommerce projects

• Knowledge of Production Support processes and procedures.

• Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences

• Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.

• Nice to have Skills

• Good understanding of Accessibility and comfortable using dev tool bar for debugging.

• Have some exposure of cloud technologies

• Understand how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.

• Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high level

• JOB RESPONSIBILITIES

• Below are key role and responsibilities for this position:

• Interact with L1 and keep run-books and Standard support operational procedures (SOP) up-to-date

• Perform Ad-hoc support tasks and prepare reports for business

• Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team

• Resolve the incidents/issues as per agreed SLA

• Address the service requests as per agreed SLA

• Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window

• Prepare the Incident post-mortem / RCA (Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline

• Perform the shift handover activities as per agreed SOPs

• Participate in problem management, change management, knowledge management, even management etc.

• Update knowledge base with new learnings, changes in resolution steps etc. in timely manner

• Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools

• Help shift/team lead to prepare to various operational reports required by internal and external stakeholders

• Contribute to support reusable assets and internal knowledge sharing sessions

• Work to build-up skills for L3 support level

• Work on POC of different solutions, tools etc. POC

• Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.

• Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

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