AyataCommerce - L1 Application Support Engineer - ERP System

Description :

We are looking for a proactive and detail-oriented L1 Application Support Engineer to manage and support business-critical applications including POS (Point of Sale), OMS (Order Management System), and ERP systems.

The role involves handling Level 1 incidents, performing initial troubleshooting, ensuring timely resolution or escalation, and coordinating with internal and external Level 2 teams.

Key Responsibilities :

- Provide Level 1 support for POS, OMS, ERP, and related business applications

- Monitor application alerts, logs, and incident queues to ensure system availability

- Perform initial diagnosis, troubleshooting, and resolution of incidents within defined SLAs

- Log, track, and manage incidents through ticketing systems

- Escalate complex issues to L2/internal teams or external vendors with proper analysis and documentation

- Coordinate with cross-functional teams to ensure quick resolution of issues

- Validate data and troubleshoot issues related to integrations between systems (POS ? OMS ? ERP)

- Perform basic database queries for troubleshooting (read/update where applicable)

- Support daily operational activities, including monitoring batch jobs, data sync, and interfaces

- Communicate effectively with business users on issue status, resolution timelines, and workarounds

- Maintain documentation for common issues, SOPs, and knowledge base articles

Required Skills & Qualifications :

Technical Skills :

- Databases (SQL queries, data validation, troubleshooting)

- System integrations (APIs, file-based, middleware)

- Web applications (basic understanding of frontend/backend flow, logs)

Familiarity with :

- POS, OMS, or ERP systems (any platform experience is acceptable)

- Ticketing tools like ServiceNow, Jira, or similar

- Log analysis and monitoring tools

Core Competencies :

- Strong analytical and problem-solving skills

- Excellent communication skills (written and verbal)

- Ability to triage issues effectively and prioritize based on business impact

- Good coordination skills to work with internal teams and external vendors

- Customer-focused mindset with a sense of ownership

Preferred Qualifications :

- Experience in retail domain or supporting retail applications

- Exposure to integration troubleshooting and data reconciliation

- Basic understanding of cloud environments or SaaS applications

Key Performance Indicators (KPIs) :

- First-level resolution rate

- Quality of incident documentation and escalation

- User satisfaction and communication effectiveness

Why Join Us :

- Exposure to global IT operations and integrations ecosystem

- Collaborative environment with growth into L2/L3 roles