| Job Description: |
Competencies: 4-6+ years experience required
Zabbix
Database Technology
IBM Websphere
Application Server Deployment & Administration
Unix / Linux Basics and Commands
Service Management
L2 Application Support Engineer - WebSphere Commerce Suite 8.x
Job Summary
We are seeking an experienced L2 Application Support Engineer to provide operational support for our mission-critical WebSphere Commerce Suite (WCS) 8.x e-commerce platform. This role requires strong troubleshooting skills, proactive monitoring and incident response capabilities to ensure optimal performance and availability of our online commerce systems.
Required Qualifications
Technical Skills
• 3-5 years of experience in application support or technical support roles
• 2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platforms
• Experience with database technologies (DB2, Oracle, SQL Server) and basic SQL skills
• Basic knowledge of Linux/Unix systems and command line operations
• Knowledge of web technologies (HTTP/HTTPS, load balancers, web servers)
• Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions
Application Support Experience
• Proven experience troubleshooting e-commerce application issues including but not limited to:
• Order processing and payment gateway failures
• Shopping cart and session management problems
• Product catalog and inventory synchronization issues
• Cache invalidation and performance optimization
• Experience with scheduled job monitoring and batch process management
• Knowledge of feed file processing and data integration workflows
• Understanding of multi-tier application architectures and component interactions
Operational Skills
• Experience with incident response and issue resolution
• Knowledge of ITIL processes including incident, problem, and change management
• Ability to work in 24x7 shift-based support environment
• Experience with escalation procedures and vendor support coordination
Key Responsibilities
Incident Response & Troubleshooting
• Respond to production incidents and alerts within defined SLA timeframes
• Perform initial analysis for application performance and functionality issues
• Troubleshoot order processing failures, payment gateway issues, and checkout problems
• Investigate and resolve cache-related issues affecting product data and pricing
• Analyze application logs to identify patterns and resolve recurring issues
• Coordinate incident response activities and communicate status to stakeholders
Monitoring & Performance Management
• Monitor WCS application health using monitoring tools (AppDynamics, Dynatrace, Nagios, etc.)
• Track key performance metrics including response times, throughput, and error rates
• Respond to capacity and performance alerts during peak traffic periods
• Monitor scheduled jobs and batch processes for completion and performance
• Perform proactive health checks and system validation procedures
Application Operations
• Execute service restart and recovery procedures for WCS components
• Perform cache invalidation and product data refresh operations
• Monitor and troubleshoot feed file processing and data integration workflows
• Manage WCS scheduler and batch job monitoring and recovery
• Execute routine maintenance tasks including log rotation and cleanup
• Coordinate with deployment teams during application releases
Database Support & Integration
• Perform basic database health checks and connectivity validation
• Monitor database performance metrics and connection pool usage
• Troubleshoot integration issues with external systems (ERP, payment gateways, OMS)
• Investigate data synchronization issues between WCS and upstream systems
• Escalate complex database issues to DBA teams with appropriate diagnostics
Documentation & Knowledge Management
• Maintain incident logs and resolution documentation
• Update runbooks and standard operating procedures based on lessons learned
• Contribute to knowledge base articles for common issues and resolutions
• Document new procedures and troubleshooting steps for team knowledge sharing
• Participate in post-incident reviews and continuous improvement initiatives
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