- 3- 5 years of experience in application support or technical support roles

- 2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platforms

- Experience with database technologies (DB2, Oracle, SQL Server) and basic SQL skills

- Basic knowledge of Linux/Unix systems and command line operations

- Knowledge of web technologies (HTTP/HTTPS, load balancers, web servers)

- Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions

Application Support Experience :

Proven experience troubleshooting e-commerce application issues including but not limited to :

- Order processing and payment gateway failures

- Shopping cart and session management problems

- Product catalog and inventory synchronization issues

- Cache invalidation and performance optimization

- Experience with scheduled job monitoring and batch process management

- Knowledge of feed file processing and data integration workflows

- Understanding of multi-tier application architectures and component interactions

Key Responsibilities :

Incident Response & Troubleshooting :

- Respond to production incidents and alerts within defined SLA timeframes

- Perform initial analysis for application performance and functionality issues

- Troubleshoot order processing failures, payment gateway issues, and checkout problems

- Investigate and resolve cache-related issues affecting product data and pricing

- Analyze application logs to identify patterns and resolve recurring issues

- Coordinate incident response activities and communicate status to stakeholders

Monitoring & Performance Management :

- Monitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.)

- Track key performance metrics including response times, throughput, and error rates

- Respond to capacity and performance alerts during peak traffic periods

- Monitor scheduled jobs and batch processes for completion and performance

- Perform proactive health checks and system validation procedures

Application Operations :

- Execute service restart and recovery procedures for WCS components

- Perform cache invalidation and product data refresh operations

- Monitor and troubleshoot feed file processing and data integration workflows

- Manage WCS scheduler and batch job monitoring and recovery

- Execute routine maintenance tasks including log rotation and cleanup

- Coordinate with deployment teams during application releases

Database Support & Integration :

- Perform basic database health checks and connectivity validation

- Monitor database performance metrics and connection pool usage

- Troubleshoot integration issues with external systems (ERP, payment gateways, OMS)

- Investigate data synchronization issues between WCS and upstream systems

- Escalate complex database issues to DBA teams with appropriate diagnostics

Documentation & Knowledge Management :

- Maintain incident logs and resolution documentation

- Update runbooks and standard operating procedures based on lessons learned

- Contribute to knowledge base articles for common issues and resolutions

- Document new procedures and troubleshooting steps for team knowledge sharing

- Participate in post-incident reviews and continuous improvement initiatives