Support Engineer

Job Description

Job Title

Niagara Manufacturing – Level 1 Support Analyst

Project / Domain

Job Summary

The Level 1 Support Analyst will provide frontline application and production support . The role involves monitoring, triaging, and resolving Level 1 incidents by strictly following defined support processes, ensuring SLA adherence, and collaborating with Level 2/Level 3 teams when required. Strong SQL skills and a solid understanding of manufacturing and warehouse management processes are mandatory.

Roles & Responsibilities

• Provide Level 1 application and production support for Niagara Manufacturing systems.
• Monitor incoming tickets, alerts, and incidents through the ticketing system and ensure timely response and resolution as per SLAs.
• Perform initial issue analysis, triage, and impact assessment before escalation.
• Execute basic troubleshooting and data validation activities using SQL queries.
• Follow standard support processes, runbooks, SOPs, and escalation procedures without deviation.
• Ensure accurate ticket documentation, including issue description, analysis, actions taken, and resolution details.
• Coordinate with Level 2 /other teams for unresolved or complex issues and provide clear handovers.
• Perform routine monitoring and operational checks to ensure system stability.
• Maintain clear communication with stakeholders on ticket status and progress.
• Adhere strictly to process compliance, audit requirements, and shift schedules.
• Contribute to knowledge base articles and continuous improvement of support documentation.
  
  

Mandatory Skill Set

Technical Skills

• Strong SQL skills (mandatory) – ability to write and execute queries for data validation, analysis, and troubleshooting.
• Experience working with Oracle databases or similar RDBMS.
• Basic understanding of application support tools, monitoring tools, and ticketing systems.
  
  

Functional / Domain Skills

• Good understanding of Manufacturing processes (production, work orders, shop floor concepts).
• Supply Chain knowledge with emphasis on Warehouse Management concepts such as inbound, outbound, inventory, picking, packing, and shipping.
• Ability to understand how manufacturing systems integrate with warehouse and supply chain workflows.
  
  

Process & Behavioral Skills

• Strong adherence to support processes and SOPs (mandatory).
• Experience working in 24/7 or shift-based support environments.
• Good analytical and problem-solving skills.
• Clear written and verbal communication skills.
• Ability to work under pressure and manage multiple tickets simultaneously.
• Team player with a strong sense of ownership and accountability.
  
  

Good To Have (Preferred)

• Prior experience in Manufacturing or Supply Chain support projects.
• Exposure to Niagara Manufacturing systems or similar manufacturing platforms.
• Knowledge of ITIL-based support processes.
  
  

Qualifications

BE/BTech

Range Of Year Experience-Min Year

2

Range Of Year Experience-Max Year

5