Support Engineer
Infinite HR Solutions · Bengaluru · onsite · Posted 41d ago
Undisclosed1–6 yrsfulltimeSourced from
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About this role
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:
- Good 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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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:
- Good 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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Shop FloorRDBMSProcess complianceOutboundmanufacturing systemsImpact AssessmentOracle DBManufacturing ProcessesApplication SupportMonitoring ToolsSLASQLCommunication SkillsManufacturingcomplianceinboundData Validation
About Infinite HR Solutions
Infinite HR Solutions
HiringGlobal B2B Stablecoin Processor
25
employees
2024
2 years old
Bangalore / Bengaluru, Karnataka
India
₹13.8L PA avg
Avg at Infinite HR Solutions
About
Infinite is a global technology solution provider headquartered in Rockville, Md. The company provides business technology solutions and product engineering services for telecom, hi-tech, healthcare, media entertainment, insurance, banking financial services, retail, public sector, travel and transport, and government. With the proprietary frameworks, platforms, accelerators, and domain experts, Infinite has been solving challenges for Fortune 1000 companies since 2001. Core service offerings include business transformation, digitalization, cloud services, application development management services, quality engineering and assurance, product/platform engineering, and infrastructure services.
Industries
FinanceFinTechPayments
Employee ratings
10 reviews
3.2/ 5
Culture
3.0
Career growth
2.3
Work-life
3.3
Employees rate it well for
Compensation & Benefits33Work-Life Balance33
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