Technical Support Engineer

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

Essential : Effective communicator with the ability to clearly document complex issues

Willingness and ability to work in a 24x365 support environment