Application Support Engineer

Job Title: Application Support EngineerLocation: Near Newark, NJ - 3 days a week onsiteLength: 6-10 monthsSKILL REQUIREMENTSMust SkillsOMS - 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.Familiarity and working experience on ecommerce projectsKnowledge of Production Support processes and procedures.Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiencesHave good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc.Nice to have SkillsGood understanding of Accessibility and comfortable using dev tool bar for debugging.Have some exposure of cloud technologiesUnderstand how cloud infrastructure is setup, applications are deployed, various services are setup and used etc.Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high levelJOB 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.