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:

- Positive 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.

Qualifications

BE/BTech

Range of Year Experience-Min Year

2

Range of Year Experience-Max Year

5

Support Engineer | Infinite Computer Solutions

📌 Support Engineer (Bengaluru)
🏢 Infinite Computer Solutions
📍 Bengaluru