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.

- Strong communication and stakeholder-management skills with the ability to work with global teams.