L2 Application Support Engineer - WebSphere Commerce Suite 8.x
Location: Springfield, IL - Onsite - Customer evaluation will be held onsite in Springfield, IL
Competencies: 4-6+ years experience required
Zabbix
Database Technology
IBM Websphere
Application Server Deployment & Administration
Unix / Linux Basics and Commands
Service Management
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
Thanks, and Regards
Govind Gupta
SysMind LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
SysMind is committed to providing reasonable accommodations to qualified applicants with disabilities and for sincerely held religious beliefs, as required by applicable law. Applicants who require a reasonable accommodation during the hiring process may request assistance.
Employment may be contingent upon the successful completion of job-related pre-employment screening, which may include background and reference checks and, where permitted by applicable law and applicable to the position, drug testing. All such screening will be conducted in accordance with applicable federal, state, and local laws.
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