Background
Provide L1/L2 support for eCommerce, CPQ, and AEM systems, owning technical troubleshooting, incident management, documentation, and user support in global environments.
Experience
5 to 8 years
Mandatory Skills
- Application support (L1/L2) for business apps
- Experience with eCommerce/CPQ/AEM
- ServiceNow / JIRA / Zendesk
- Strong communication and documentation
- Global support model experience (24x5 / follow-the-sun)
- Time management and multitasking
Key Responsibilities
- Act as first contact for app issues and service requests
- Provide L1/L2 support for eCommerce, CPQ, CMS (AEM)
- Execute ITIL functions (Incident/Change Management)
- Analyze issues and escalate to L3 when needed
- Document issues, SOPs, workflows, KB articles
- Collaborate with product and engineering teams
- Assist UAT, deployments, minor configurations
- Monitor apps and ensure stability/uptime in SaaS environments
- Perform DB queries and troubleshoot issues (SQL/NoSQL)
- Support disaster recovery and continuity efforts
Additional Details
- Working in Shifts
- Yes (Rotational, 11:30 AM–5:00 AM IST)
- Qualification
- BE, B-Tech
- Time to Fill
- Immediate