Job Description

Shift: Morning, noon, night shift (rotational shift) (If working in night shift, candidate will work from home)Passport: MandatoryBudget: 12 - 15 L per annumNP: Upto 15 daysQUALIFICATIONS, EXPERIENCE AND SKILLSDomain: Logistics

• 4-8 years of experience in Technical Support with domain knowledge WMS/OMS/IMS/B2B eCommerce
• Strong knowledge in WMS (Inbound, Outbound, Warehouse Inventory and recount), Procurement system, OMS, IMS, B2B eCommerce
• Experience troubleshooting in WMS, Procurement system, OMS, IMS, B2B eCommerce.
• Hands-on experience with SQL queries for data validation & issue diagnosis.
• Knowledge of APIs, web services, and system integrations.
• Understanding of networking, cloud environments (Azure Cloud, NOSQL/MongoDB, Elastic search), and database structures.
• Proficiency in Linux/Windows environments, log analysis, and debugging tools.
• Strong analytical and communication skills to liaise with technical and non-technical stakeholders.
• Ability to work in rotational shifts, including nights and weekends.
• Ability to work independently with minimal supervision.
• Effective interpersonal skills, including verbal and written communication
• Hands-on experience with Oracle WMS, SAP WMS, or another comparable warehouse management system, B2B eCommerce, OMS, IMS, Procurement system
• Exposure to automation tools, scripting (Python, Bash, PowerShell), and DevOps practices.
• ITIL certification or experience in Incident, Problem, and Change Management will add an advantage

• Act as Level 1 & 2 support, handling escalations and ensuring quick issue resolution.
• Monitor, troubleshoot, and resolve issues.
• Work closely with Product & Engineering teams to report, analyze, and debug recurring issues.
• Maintain system configurations, permissions, and user access controls.
• Diagnose API failures, integration errors, and data inconsistencies.
• Ensure data accuracy in bookings, shipments, and invoicing workflows.
• Handle incident management, log analysis, and root cause investigations.
• Manage ticketing systems (JIRA, ServiceNow, Zendesk, etc.) and ensure SLAs are met.
• Assist in system upgrades, testing, and deployments.
• Document troubleshooting steps, known issues, and resolutions for internal knowledge bases.
• Maintain a 24/7 on-call support roster to ensure immediate response to critical issues.
• Owned shift handover call, Handover On-Hold issue/incidents

Ciel HR