Application / Production Support Engineer - SCM ticketing systems

Application Support, Production Support Engineer - SCM ticketing systems

Location: Sunnyvale,CA or Sacramento, CA or Austin, TX (Client Office)

Functional Skills: 

·       Strong Logistics processes in SCM, especially exception Management

·       Good understanding of Order-to-Cash (O2C) business processes.

·       Experience in L1 and L2 application/production support.

·       Knowledge of Incident, Problem, and Change Management processes.

·       Ability to perform business impact analysis and prioritize support activities. RCA

Technical Skills: 

·       Hands-on experience with Log Analytics, infra Monitoring, and Observability tools.

·       Strong troubleshooting and diagnostic skills using application and system logs.

·       Experience with ticketing systems such as ServiceNow, Jira, Remedy, or equivalent.

·       Knowledge of SQL queries, database concepts, and API troubleshooting.

AI Perspective:

·       Person with AI skills, creating Agents and report

·       ML Knowledge - Workflow orchestration

Soft Skills: 

·       Excellent verbal and written communication skills.

·       Strong stakeholder management and customer-service orientation.

·       Ability to communicate effectively with both technical and non-technical teams.

Preferred Overview Experience

·       5 to 8 years of experience in Application Support, Production Support, or Business Support roles.

·       Experience supporting Order-to-Cash applications and business processes.

·       Experience using log analytics and monitoring tools for incident investigation and performance analysis.

·       Experience working with global business and development teams.

Role Objective:

Act as the primary support contact for business users, leverage Order-to-Cash domain expertise, provide L1/L2 production support, utilize log analytics tools for issue diagnosis, and effectively bridge business and development teams to ensure seamless business operations and continuous service improvement.