1. Job Purpose
The 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 3PL 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 issues
Willingness and ability to work in a 24x365 support environment
