Senior Support Engineer

this is the Second role today you - We have had some good success with these OMS roles at Sapient!Employment Type:ContractClient:SAPIENT RAZORFISHCity:Berkeley HeightsState:NJPay Rate:$67 - $77/Hr.Status:Accepting CandidatesDescription:o Visa copyo Nameo Contact Information: Phone | Emailo LinkedIn Profileo Current locationo Available to joino Available for interviewo Rateo Resume attachedPublicis Sapient Level: Senior AssociateJob Title: Senior Associate Technology L1Openings: 1Target Start Date: ImmediatelyDuration: End date is currently 31-Mar-26Location: NYC/New JerseyOnsite: Onsite at the client office, 3-days per weekInterview Process: 2-3 internal interview rounds, no client round expectedMust have experience/skills:OMS - Fluent Commerce Platform: Experience in working with the Fluent Commerce Order Management System for managing order lifecycles, inventory availability, and fulfillment logic; knowledge of integrating Fluent OMS with frontend and backend systems through APIs and event-driven architecture.Java/J2EE: Proficient in developing enterprise-grade applications using Java and J2EE technologies such as Servlets, JSP, EJB, JDBC, and Spring framework; understanding of multithreading, exception handling, and RESTful service development.SAP GUI: Working knowledge of SAP Graphical User Interface (SAP GUI) for interacting with SAP ERP modules; capable of performing transactions, data validation, and supporting functional teams in navigating and using SAP environments effectively.Project/Industry Experience:eCommerce project backgroundJOB PURPOSEThis position is to provide to "2nd level of support" for all application level production environment issues, user support queries and requests.JOB RESPONSIBILITIESBelow are key role and responsibilities for this position:Interact with L1 and keep run-books and Standard support operational procedures (SOP) up-to-datePerform Ad-hoc support tasks and prepare reports for businessTroubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 teamResolve the incidents/issues as per agreed SLAAddress the service requests as per agreed SLAFollow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time windowPrepare the Incident post-mortem / RCA (Root cause analysis) report of incidents and share it with all the stakeholders within agreed timelinePerform the shift handover activities as per agreed SOPsParticipate in problem management, change management, knowledge management, even management etc.Update knowledge base with new learnings, changes in resolution steps etc. in timely mannerEnsure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required toolsHelp shift/team lead to prepare to various operational reports required by internal and external stakeholdersContribute to support reusable assets and internal knowledge sharing sessionsWork to build-up skills for L3 support levelWork on POC of different solutions, tools etc. POCCoordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.Work on automation of manual activities if possible and share the details of automation opportunities with L3 teamPersonal Attributes:Systematic problem-solving approach, coupled with effective communication skills and a sense of driveFlexible and proactive/self-motivated working style with strong personal ownership of problem resolutionShould be flexible to work in all shiftsAbility to prioritize when under pressure