Support Engineer

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.