Help Desk - L3 Support

Lead Application Support Engineer

Let’s be unstoppable together!

Circana is a leading provider of technology, AI, and data solutions for consumer-packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data® platform help clients measure market share, uncover consumer behavior, and drive growth-powered by six decades of expertise and an expansive, high-quality data set.

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We’re a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at www.circana.com.

What will you be doing?

• Support L2 and L3 issues for US/EMEA and APAC Unify based applications.
• Application issue debugging and resolution.
• Replicate issues and coordinate with engineering for defects and enhancements.
• WAS/WEB/Unify installations, upgrades and migrations.
• Patch deployment and change implementation.
• Automation of monitoring and operational tasks.
• Identify recurring issues and capacity management.
• Lead the application support team and provide technical guidance.
• Daily ticket review and prioritization.
• Handle client escalations and executive communications.
• Manage capacity planning, workload balancing and resource forecasting.
• Partner with engineering teams on bug fixes and enhancement requests.

Job Responsibilities:

• Installation, configuration, administration and troubleshooting of WebSphere/WebLogic/JBoss Application Servers.
• Support enterprise applications in production environments.
• Debug Java/Web applications and support migrations and releases.
• Adhere to SLA, ITIL and support best practices.
• Perform proactive monitoring, troubleshooting and performance tuning.
• Create operational documentation and knowledge articles.
• Provide stakeholder communication and status updates.
• Support 24x7 operations and on-call requirements as needed.
• Mentor team members and conduct technical reviews.
• Drive root cause analysis and service improvement initiatives.
• Review team metrics and service performance regularly.
• Coordinate major incident management and problem management activities.

Requirements:

• Strong WebSphere/WebLogic/JBoss administration experience.
• Knowledge of UNIX/Linux and scripting.
• ITIL process understanding.
• Excellent analytical, debugging and communication skills.

Circana Behaviors

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:

• Stay Curious: Being hungry to learn and grow, always asking the big questions
• Seek Clarity: Embracing complexity to create clarity and inspire action
• Own the Outcome: Being accountable for decisions and taking ownership of our choices
• Center on the Client: Relentlessly adding value for our customers
• Be a Challenger: Never complacent, always striving for continuous improvement
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
• Commit to each other: Contributing to making Circana a great place to work for everyone

Location

This position can be located in the following area(s): Bangalore

Prospective candidates may be asked to consent to background checks (in accordance with local legislation and our candidate privacy notice ) Your current employer will not be contacted without your permission.