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Technical support specialist
4 weeks ago
1. Job PurposeThe Support Analyst Level 3 provides expert-level support to all global operational Manhattan Active customers and associated add-on applications on a 24x365 basis, ensuring issues are proactively monitored, promptly identified, and efficiently resolved.2. Key Accountabilities- Proactively monitor system performance to ensure operational stability and high availability.- Investigate, troubleshoot, and resolve complex third-line IT issues.- Document issue resolutions clearly and comprehensively to ensure knowledge sharing and continuous improvement.- Escalate critical incidents to management and coordinate closely with internal and external teams.- Involve the vendors (Manhattan) support when required to resolve incidents.- Support continuous improvement through feedback and identification of preventive measures.3. Knowledge, Experience & Skills- a. Education & Qualifications:- Essential: Bachelor’s Degree in IT, Computer Science, Engineering, or related discipline.- Desirable: ITIL Certification or similar IT service management certification.- b. Experience:- Essential: Minimum 3 years of experience providing third-level support in a 3 PL organization.- Essential: Proven experience with system monitoring, troubleshooting, and incident resolution.- Essential: Experience supporting logistics platforms or warehouse management systems.- Desirable: Experience in supporting Manhattan Active, Manhattan Active Config Director, Manhattan CWV, Manhattan Pro-Active, Manhattan Active GO, IBM Cognos reporting.- c. Specialist Knowledge & Skills:- Essential: Strong technical skills in system monitoring and issue diagnosis tools.- Essential: Skilled in documentation and knowledge management practices.- Desirable: Understanding of ITIL processes and methodologies.- d. Interpersonal & Communication Skills:- Essential: Strong problem-solving and analytical skills.Essential: Effective communicator with the ability to clearly document complex issuesWillingness and ability to work in a 24x365 support environment
