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Generalist mid-level L2 support role with broad tech requirements increases candidate competition.
Core skills like AWS, monitoring, and Java are transferable, but OMS/supply-chain domain adds moderate bias.
Explicit years plus broad mandatory tech and on-call requirements create moderately strict shortlisting filters.
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Provide Level 2 production support for the cloud-native Order Management System (OMS) with responsibility for incident resolution within SLAs.
Conduct root cause analysis and collaborate with engineering to implement permanent fixes for recurring issues.
Participate in rotational on-call shifts to ensure global production system availability and support deployments, configuration changes, and monitoring.
Bachelor's degree in Computer Science, Information Technology, or a related discipline.
3–7 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
Experience supporting customer-facing SaaS or cloud-native applications is preferred but not mandatory.
Willingness to work in rotational shifts including on-call duties for global production support.
Experienced in troubleshooting and supporting cloud-native, event-driven architectures and distributed microservices environments.
Familiar with monitoring and observability tools like Grafana, Loki, and CloudWatch, and comfortable analyzing logs, API failures, and cloud infrastructure issues.
Has functional knowledge in supply chain domains such as OMS, Inventory Management, or Order Fulfillment with understanding of retail or eCommerce order fulfillment processes.