Role Overview: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.
Key Responsibilities:- 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
- 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
- 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
- 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
- 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
Required Skills:- Zabbix
- Database Technology (DB2, Oracle, SQL Server) and basic SQL skills
- IBM Websphere, specifically WebSphere Commerce Suite (WCS) 8.x
- Application Server Deployment & Administration
- Unix / Linux Basics and Commands
- Service Management
- Knowledge of web technologies (HTTP/HTTPS, load balancers, web servers)
- Experience with monitoring tools such as AppDynamics, Dynatrace or similar APM solutions
- Proven experience troubleshooting e-commerce application issues including order processing, payment gateway failures, shopping cart, session management, product catalog, inventory synchronization, 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
- 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
Qualifications:- 4-6+ years experience required in application support or technical support roles
- 2+ years hands-on experience with WebSphere Commerce Suite (WCS) 8.x or similar e-commerce platforms
