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System Support Analyst

System Support Analyst

CMA CGM Global Business Services (India)Thāne, Republic Of India, IN
2 days ago
Job description

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

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    System Analyst • Thāne, Republic Of India, IN