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