Support Engineer

Infinite Computer Solutions · Bangalore

Source and collection record

Last observed by our collector: 8 October 2026 at 11:34 pm IST. This is not a manual review or a confirmation from the employer.

Employer requisition: 51533BR

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Collected role description

Job Title Niagara Manufacturing – Level 1 Support Analyst Project / Domain Job Summary The Level 1 Support Analyst will provide frontline application and production support . The role involves monitoring, triaging, and resolving Level 1 incidents by strictly following defined support processes, ensuring SLA adherence, and collaborating with Level 2/Level 3 teams when required. Strong SQL skills and a solid understanding of manufacturing and warehouse management processes are mandatory. Roles & Responsibilities • Provide Level 1 application and production support for Niagara Manufacturing systems. • Monitor incoming tickets, alerts, and incidents through the ticketing system and ensure timely response and resolution as per SLAs. • Perform initial issue analysis, triage, and impact assessment before escalation. • Execute basic troubleshooting and data validation activities using SQL queries. • Follow standard support processes, runbooks, SOPs, and escalation procedures without deviation. • Ensure accurate ticket documentation, including issue description, analysis, actions taken, and resolution details. • Coordinate with Level 2 /other teams for unresolved or complex issues and provide clear handovers. • Perform routine monitoring and operational checks to ensure system stability. • Maintain clear communication with stakeholders on ticket status and progress. • Adhere strictly to process compliance, audit requirements, and shift schedules. • Contribute to knowledge base articles and continuous improvement of support documentation. Mandatory Skill Set Technical Skills: • Strong SQL skills (mandatory) – ability to write and execute queries for data validation, analysis, and troubleshooting. • Experience working with Oracle databases or similar RDBMS. • Basic understanding of application support tools, monitoring tools, and ticketing systems. Functional / Domain Skills: • Good understanding of Manufacturing processes (production, work orders, shop floor concepts). • Supply Chain knowledge with emphasis on Warehouse Management concepts such as inbound, outbound, inventory, picking, packing, and shipping. • Ability to understand how manufacturing systems integrate with warehouse and supply chain workflows. Process & Behavioral Skills • Strong adherence to support processes and SOPs (mandatory). • Experience working in 24/7 or shift-based support environments. • Good analytical and problem-solving skills. • Clear written and verbal communication skills. • Ability to work under pressure and manage multiple tickets simultaneously. • Team player with a strong sense of ownership and accountability. Good to Have (Preferred) • Prior experience in Manufacturing or Supply Chain support projects. • Exposure to Niagara Manufacturing systems or similar manufacturing platforms. • Knowledge of ITIL-based support processes.