Incident RCA - Support L3 Agent

We are looking for profiles with 4 years of eCommerce L3 support experience to handle the day-to-day support activities (Ticket management, Problem Management, RCA, War rooms, conduct training and documentation for L2 team)

What You Do

4+ years of experience in support activities on handling the L3 incidents. Solid understanding and hands-on experience on Salesforce (SFB2C, SFRA).

Strong knowledge and experience on Business Manager (BM) features and modules. Knowledge on APIs (Mulesoft preferably). Expertise on analyzing System logs, server logs and application logs. Experience with support tools (Service Now, Dynatrace, Grafana, Open Search, Kibana, Jira, Confluence). Knowledge on cloud platforms like AWS, Azure, or Google Cloud

What We Ask

Trouble shooting and RCA:

Responsible for resolving complex issues that L2 support cannot address with right root cause analysis and work around solutions. Effective utilization of tools and documentations. Excellent knowledge on log analysis (System logs, Server logs and Application logs).

Ticket Management

Manage escalated tickets from L2, ensuring timely resolution with right prioritization of tickets. Identify the scope for shift left topics to L2.

On-Call

Participate in on-call rotations to provide 24/5 support for critical incidents. also, to be available over week end on trigger of on-call by L2 team

Documentation

Effective utilization of training and documents. Creation/modification of documents based on the needs/requirements.

What We Offer

Joining the Valtech global team puts you in the ranks of a pioneering digital innovator worldwide. We focus on delivering quality services to clients, fostering the growth and development of our workforce. As an integral member of the team, you will have the opportunity to pave your career path while significantly contributing to our business success.

At Valtech, we’re here to engineer experiences that work and reach every single person. To do this, we are proactive about creating workplaces that work for every person at Valtech. Our goal is to create an equitable workplace which gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be). You can find out more about what we’re doing to create a Valtech for everyone here.

Please do not worry if you do not meet all of the criteria or if you have some gaps in your CV. We’d love to hear from you and see if you’re our next member of the Valtech team!