Manhattan L3 Application Support

1. Job PurposeThe Support Analyst Level 3 provides expert-level support to all global operational Manhattan Active customers and associated add-on applications on a 24x365 basis, ensuring issues are proactively monitored, promptly identified, and efficiently resolved.2. Key Accountabilities- Proactively monitor system performance to ensure operational stability and high availability. - Investigate, troubleshoot, and resolve complex third-line IT issues. - Document issue resolutions clearly and comprehensively to ensure knowledge sharing and continuous improvement. - Escalate critical incidents to management and coordinate closely with internal and external teams. - Involve the vendors (Manhattan) support when required to resolve incidents. - Support continuous improvement through feedback and identification of preventive measures.3. Knowledge, Experience & Skills- a. Education & Qualifications: - Essential: Bachelor’s Degree in IT, Computer Science, Engineering, or related discipline. - Desirable: ITIL Certification or similar IT service management certification. - b. Experience: - Essential: Minimum 3 years of experience providing third-level support in a 3PL organization. - Essential: Proven experience with system monitoring, troubleshooting, and incident resolution. - Essential: Experience supporting logistics platforms or warehouse management systems. - Desirable: Experience in supporting Manhattan Active, Manhattan Active Config Director, Manhattan CWV, Manhattan Pro-Active, Manhattan Active GO, IBM Cognos reporting. - c. Specialist Knowledge & Skills: - Essential: Strong technical skills in system monitoring and issue diagnosis tools. - Essential: Skilled in documentation and knowledge management practices. - Desirable: Understanding of ITIL processes and methodologies. - d. Interpersonal & Communication Skills: - Essential: Strong problem-solving and analytical skills.Essential: Effective communicator with the ability to clearly document complex issuesWillingness and ability to work in a 24x365 support environment

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