Support - SLS Engineer (Java)

Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €31 Billion international wholesaler with operations in more than 30 countries. The store network comprises a total of 623 stores in 21 countries, of which 522 offer out-of-store delivery (OOS), and 94 dedicated depots. In 12 countries, METRO runs only the delivery business by its delivery companies (Food Service Distribution, FSD).

HoReCa and Traders are core customer groups of METRO. The HoReCa section includes hotels, restaurants, catering companies as well as bars, cafés and canteen operators. The Traders section includes small grocery stores and kiosks. The majority of all customer groups are small and medium-sized enterprises as well as sole traders. METRO helps them manage their business challenges more effectively.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow's standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Job Description

How you will make an impact

You will contribute to the success of METRO's global Management System, by helping unify and streamline the development of own brand products and quality assurance processes across all entities—from corporate headquarters and trading offices to countries and stores. By replacing fragmented, manual workflows with a scalable, integrated platform, this will enable better collaboration, optimized resource usage, and consistent product and service quality—safeguarding customer trust and METRO's brand integrity.

About the Role

We are seeking a skilled and detail-oriented SLS Engineer to provide second-line support for our cloud-based, microservices Java applications built on REST APIs, Camunda BPM, and MongoDB (NoSQL) , running in Google Cloud Platform (GCP) .

The SLS Engineer works closely with First Level Support (L1) , who performs the initial triage, filtering out false issues and user knowledge gaps. Once L1 escalates genuine incidents or service requests, the SLS Engineer takes ownership — diagnosing issues, applying data fixes, executing scripts, and coordinating with development when code-level changes are required.

This role bridges operations and engineering, ensuring fast and reliable resolution of issues while keeping stakeholders informed.

Key Responsibilities

• Act as second-line support for incidents and service requests escalated from L1 support.
• Collaborate with end users, L1 support, dev team and PM to reproduce and perform root cause analysis of production issues in microservices, Camunda BPM workflows, MongoDB, and cloud services.
• Apply data fixes directly in MongoDB (and relational systems like PostgreSQL).
• Execute and manage existing scripts to fulfill service requests and address known issues.
• Develop new scripts (MongoDB queries, Shell, Python, or similar) when automation or additional fixes are needed.
• Identify defects requiring code changes; raise detailed bug reports for the development team and track them through completion.
• Collaborate with L1 support to improve triage efficiency and reduce unnecessary escalations.
• Ensure timely updates to stakeholders on tickets.
• Maintain documentation of recurring issues, fixes, and workarounds to enhance the knowledge base.

Qualifications

Required Skills & Qualifications

Nice-to-Have Skills

Additional Information

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Skills Required

Google Cloud Platform, Rest Apis, Sql, Python