Location: Pune Employment Type: full time

Job Details

- Total 6–8 years of experience in AS400 and JDA MMS support, with hands-on experience in L2 troubleshooting and mentoring. Retail experience is a big plus.
- Perform 100% of L2 responsibilities, including intermediate troubleshooting of AS400,JDA MMS, WMS, MAO, Storenet modules for data inconsistencies, job failures, and integration issues.
- Mentor and train L1 team members, guiding them on ticket creation, classification, and basic troubleshooting techniques.
- Conduct reviews of L1 outputs, ensuring accuracy and alignment with escalation protocols.
- Run pre-defined scripts, resolve batch job failures, and perform system resets for moderately complex issues.
- Collaborate with cross-functional teams to conduct system health checks, data validations, and minor fixes.
- Handle advanced L2-level tasks such as root cause analysis of recurring issues and performance tuning, as needed.
- Maintain and update detailed documentation,



including SOPs and troubleshooting guides, for L1 and L2 teams.
- Take ownership of escalated issues requiring deeper technical analysis or coordination with L3 or third-party vendors.
- Assist in refining workflows and identifying process improvement opportunities within the support structure.
- Monitor system performance, resolve critical alerts, and participate in proactive problem management efforts.
- Provide on-call support for priority incidents, ensuring timely escalation and resolution during critical situations.
- Engage with stakeholders and users, delivering updates on ticket status, root cause findings, and resolutions.
- Support audits, compliance checks, and implementation of best practices across support levels.
- Maintain flexibility to work in a hybrid or remote environment, supporting 24x7 operations.

📌 Level 2 support (Pune)
🏢 systems plus
📍 Pune