Job Title: PCM Support Specialist – L2 Application Support
Experience: 5+ Years
Location: Bangalore (Hybrid)
Employment Type: Full-Time
Responsibilities:
• Provide global L2 application support across the PCM ecosystem.
• Manage and resolve incidents, service requests, and production issues through ServiceNow and Jira.
• Troubleshoot cross-system integration and application issues across PCM, Censhare, PI Center, PIM/API, and related systems.
• Perform SQL-based data validation, analysis, and troubleshooting.
• Monitor application health, system performance, and alerts using Datadog and Grafana.
• Handle production activities including re-exports, translation orders, data issues, and other operational requests.
• Support user access management through XIAM and PIM.
• Perform root-cause analysis (RCA) for recurring incidents and contribute to permanent issue resolution.
• Collaborate with global application, integration, and business teams to resolve issues within agreed SLAs.
• Maintain and update runbooks, technical documentation, knowledge articles,
and support procedures.
• Identify opportunities for continuous improvement and operational efficiency.
Skills:
• 5+ years of experience in L2 application support, production support, or a similar support role.
• Strong hands-on experience with SQL for data validation, analysis, and troubleshooting.
• Experience working with REST APIs and troubleshooting application/integration issues.
• Hands-on experience with ServiceNow and Jira for incident and service-request management.
• Experience with application monitoring tools such as Datadog.
• Good understanding of production support, incident management, SLA management, and RCA.
• Experience troubleshooting issues across multiple integrated applications and systems.
• Solid communication and stakeholder-management skills with the ability to work with global teams.
If interested, kindly share your resume at
[email protected]
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