Onsite 3x a week

Must have experience/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.

• eCommerce project background

JOB PURPOSE
This position is to provide to “2nd level of support” for all application level production environment issues, user support queries and requests. 

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

Personal Attributes: 
a.    Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
b.    Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution 
c.    Should be flexible to work in all shifts
d.    Ability to prioritize when under pressure 



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

 EXPERIENCE
• 5-8 years
 
EDUCATION
• Bachelor’s degree required and degree in Computer Science or related field preferred.


Horizontal facilitates valuable and productive conversations between you and potential employers.  We can assist you in growing your career by partnering you with employers that offer challenging assignments.  For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $39 - $75 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.