AS400 L2 Support

Total 68 years of experience in AS400 and JDA MMS support, with hands-on experience in L2 troubleshooting and mentoring. Retail experience is a big plus.

•      Perform 100% of L2 responsibilities, including intermediate troubleshooting of AS400,JDA MMS, WMS, MAO, Storenet modules for data inconsistencies, job failures, and integration issues.

•      Mentor and train L1 team members, guiding them on ticket creation, classification, and basic troubleshooting techniques.

•      Conduct reviews of L1 outputs, ensuring accuracy and alignment with escalation protocols.

•      Run pre-defined scripts, resolve batch job failures, and perform system resets for moderately complex issues.

•      Collaborate with cross-functional teams to conduct system health checks, data validations, and minor fixes.

•      Handle advanced L2-level tasks such as root cause analysis of recurring issues and performance tuning, as needed.

•      Maintain and update detailed documentation, including SOPs and troubleshooting guides, for L1 and L2 teams.

•      Take ownership of escalated issues requiring deeper technical analysis or coordination with L3 or third-party vendors.

•      Assist in refining workflows and identifying process improvement opportunities within the support structure.

•      Monitor system performance, resolve critical alerts, and participate in proactive problem management efforts.

•      Provide on-call support for priority incidents, ensuring timely escalation and resolution during critical situations.

•      Engage with stakeholders and users, delivering updates on ticket status, root cause findings, and resolutions.

•      Support audits, compliance checks, and implementation of best practices across support levels.

•      Maintain flexibility to work in a hybrid or remote environment, supporting 24x7 operations.