Job Details

• 6–8 years of overall experience in AS400/IBM i and JDA MMS support, with strong hands-on experience in L2 application and production support; retail domain experience is a strong advantage.
• Provide end-to-end L2 support for AS400/IBM i-based applications, including JDA MMS and related retail applications/modules such as WMS, MAO and Storenet, as applicable.
• Perform intermediate to advanced troubleshooting for data inconsistencies, application errors, job failures, batch failures, interface issues, and production incidents.
• Possess strong hands-on programming experience in RPGLE, ILE RPG (fixed and free-format), SQLRPGLE with embedded SQL, and CL/CLLE for troubleshooting, analysis, minor enhancements, and fixes.
• Demonstrate extensive knowledge of DB2 for i, including complex SQL queries, joins, database views, stored procedures, data analysis, and SQL performance optimization.
• Possess comprehensive knowledge of DDS, including physical files, logical files, display files, and printer files.
• Perform root cause analysis (RCA) for recurring and complex issues and support corrective and preventive actions to improve application stability.
• Run approved scripts, resolve batch job failures, perform system/application resets, and carry out moderately complex production fixes within defined change and support processes.
• Monitor application and system performance, analyze critical alerts, and participate in proactive problem management, system health checks, data validations, and performance improvement activities.
• Work with L3 teams, infrastructure teams, database teams, business users, third-party vendors, and other cross-functional stakeholders to resolve complex incidents and integration issues.
• Possess experience with source change management and code promotion tools such as Aldon, Turnover, or ARCAD, following established change control and release management processes.
• Demonstrate understanding of IBM i journaling and commitment control to support data integrity, transaction management, and recovery-related analysis.
• Have experience with GoAnywhere MFT or similar managed file transfer solutions, including troubleshooting file transfer failures and supporting application integrations.
• Mentor and train L1 support team members on ticket creation, issue classification, basic troubleshooting, escalation procedures, and support processes.
• Review L1 outputs and support activities to ensure accuracy, adherence to SOPs, and appropriate escalation of incidents requiring deeper technical analysis.
• Maintain and continuously improve SOPs, knowledge articles, troubleshooting guides, runbooks, and support documentation for both L1 and L2 teams.
• Take ownership of escalated incidents, provide regular updates to stakeholders and users, communicate RCA and resolution details, and ensure timely coordination for priority and critical issues.
• Support audits, compliance requirements, process improvements, and operational best practices, while maintaining flexibility to support 24x7 operations, including on-call support, in a hybrid or remote working environment.