L2 Support Specialist (Applications Support)

Globant’s Commerce Studio helps organizations create best-in-class commerce-enabled experiences, with engineering and design at its core. The goal is to meet the demands of tomorrow's customers, leveraging long-standing expertise with large and complex commerce transformations in both B2B, B2C and D2C domains.

As an award-winning partner of enterprise-class platforms: Salesforce Commerce Cloud, Adobe Magento Commerce, and other API first, Headless Commerce surround solutions, we help clients create a competitive advantage with commerce at its core.

Our mission is to empower companies to succeed and thrive in the ever-changing digital landscape by building best-in-class future-ready digital commerce solutions globally.

THE ROLE

• Address Level 2 support escalations raised by leadership, requiring in-depth troubleshooting and problem-solving.
• Manage Level 2 complexity requests received through Slack and ServiceNow, involving intricate system interactions and advanced solutions.
• Take charge of critical incidents, coordinating response efforts, and ensuring rapid resolution.
• Conduct thorough root cause analysis for incidents and issues, going beyond symptoms to identify and address underlying causes.
• Develop and implement alert and automation solutions to prevent recurring issues and optimize workflows.
• Efficiently resolve issues within defined Service Level Agreements (SLA), ensuring minimal downtime and impact on business operations.
• L2 support for Hybris platform, resolving complex commerce-related issues
• Future Scope: application releases to production environments, ensuring smooth transitions and minimal disruptions.

THE CANDIDATE

• Proven experience resolving complex technical issues across diverse systems and applications.
• Experience in Hybris (SAP Commerce Cloud) platform architecture, functionalities, and troubleshooting techniques.
• Experience resolving complex commerce-related issues and providing expert support to users.
• Ability to diagnose and troubleshoot intricate system interactions, identify root causes, and implement effective solutions.
• In-depth understanding of incident management methodologies like ITIL.
• Proven ability to lead and coordinate response efforts during critical incidents.
• Experience with incident escalation procedures and communication protocols.
• Strong analytical and decision-making skills to prioritize critical issues and take swift action.
• Ability to conduct thorough root cause analysis, going beyond symptoms to identify underlying causes and systemic problems.
• Ability to develop and implement automation solutions to streamline incident resolution and prevent recurring issues.
• Familiarity with application deployment and release management processes.

THE BENEFITS

✔Multiple learning opportunities and Professional Certification Programs

✔Working as a part of a Global team in a Multicultural Environment

✔Gifted Birthday Leave

✔Rewarding Compensation Package

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