Web Commerce Application Support

Role: Web Commerce Application Support

Location: Springfield, IL

Job Description:

Must have: Web Commerce Application Support experience

Role Description: 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 LinuxUnix systems and command line operations
Knowledge of web technologies (HTTPHTTPS, 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