L2 Application Support Engineer
Job Description L2 Application Support Engineer - WebSphere Commerce Suite 8.x Job Summary We are seeking an experienced L2 Application Support Engineer to provide operational support for our mission-critical WebSphere Commerce Suite (WCS) 8.x e-commerce platform. This role requires strong troubleshooting skills, proactive monitoring and incident response capabilities to ensure optimal performance and availability of our online commerce systems. ZabbixDatabase TechnologyIBM WebsphereApplication Server Deployment & Administration Unix / Linux Basics and Commands Service ManagementRequired QualificationsTechnical Skills3-5 years of experience in application support or technical support roles2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platformsExperience with database technologies (DB2, Oracle, SQL Server) and basic SQL skillsBasic knowledge of Linux/Unix systems and command line operationsKnowledge of web technologies (HTTP/HTTPS, load balancers, web servers)Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutionsApplication Support ExperienceProven experience troubleshooting e-commerce application issues including but not limited to:Order processing and payment gateway failuresShopping cart and session management problemsProduct catalog and inventory synchronization issuesCache invalidation and performance optimizationExperience with scheduled job monitoring and batch process managementKnowledge of feed file processing and data integration workflowsUnderstanding of multi-tier application architectures and component interactionsOperational SkillsExperience with incident response and issue resolutionKnowledge of ITIL processes including incident, problem, and change managementAbility to work in 24x7 shift-based support environmentExperience with escalation procedures and vendor support coordinationKey ResponsibilitiesIncident Response & TroubleshootingRespond to production incidents and alerts within defined SLA timeframesPerform initial analysis for application performance and functionality issuesTroubleshoot order processing failures, payment gateway issues, and checkout problemsInvestigate and resolve cache-related issues affecting product data and pricingAnalyze application logs to identify patterns and resolve recurring issuesCoordinate incident response activities and communicate status to stakeholdersMonitoring & Performance ManagementMonitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.)Track key performance metrics including response times, throughput, and error ratesRespond to capacity and performance alerts during peak traffic periodsMonitor scheduled jobs and batch processes for completion and performancePerform proactive health checks and system validation proceduresApplication OperationsExecute service restart and recovery procedures for WCS componentsPerform cache invalidation and product data refresh operationsMonitor and troubleshoot feed file processing and data integration workflowsManage WCS scheduler and batch job monitoring and recoveryExecute routine maintenance tasks including log rotation and cleanupCoordinate with deployment teams during application releasesDatabase Support & IntegrationPerform basic database health checks and connectivity validationMonitor database performance metrics and connection pool usageTroubleshoot integration issues with external systems (ERP, payment gateways, OMS)Investigate data synchronization issues between WCS and upstream systemsEscalate complex database issues to DBA teams with appropriate diagnosticsDocumentation & Knowledge ManagementMaintain incident logs and resolution documentationUpdate runbooks and standard operating procedures based on lessons learnedContribute to knowledge base articles for common issues and resolutionsDocument new procedures and troubleshooting steps for team knowledge sharingParticipate in post-incident reviews and continuous improvement initiatives