Technical Support Specialist

1. Job Purpose

The 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 issues

Willingness and ability to work in a 24x365 support environment