Plainsware L2 Support

Mandatory

• Hands-on experience configuring, maintaining, or supporting Planisware Enterprise/P66/OPX2 modules.
• 5+ Years of hands-on JavaScript coding/scripting experience for application logic, rule configurations, and support troubleshooting within Planisware or complex enterprise web platforms.
• 5+ Years of dedicated experience managing Incident, Problem, and Order Management workflows under strict SLA constraints.
• Demonstrated experience acting as the primary SPOC for Product Managers, Business Stakeholders, and L3/Development teams.

Secondary Skill Preferences

• 4+ Years of Oracle DB experience (query writing, schema structure analysis, backend data validation).
• 3+ Years of Apache Web Server experience (server configuration, log parsing, application server support).

Key Responsibilities

• Serve as the dedicated Single Point of Contact (SPOC) for Planisware Product Management, Business Owners, and key end-users.
• Bridge the gap between business requirement discussions and technical support operations.
• Facilitate regular operational alignment meetings, intake updates, and business feedback sessions.
• Lead end-to-end L2 support, taking direct ownership of incoming incidents, problem reports, and order management tickets.
• Perform initial triage, root-cause analysis (RCA), impact assessment, and technical resolution within defined SLA windows.
• Own end-to-end delivery responsibility for ticket lifecycles, ensuring seamless escalation to L3 technical or product teams when complex core updates are needed.
• Track support ticket queues, maintain strict SLA discipline, and lead cross-functional coordination with infrastructure, database, and application support groups.
• Debug, troubleshoot, and fix JavaScript code and rule scripts embedded within the Planisware application suite.
• Maintain a clear understanding of Planisware sub-module configurations and data flows connecting to upstream and downstream enterprise business applications.
• Perform system log analysis and database queries (Oracle/Apache environments) to diagnose complex interface and application errors.
• Document recurring incidents, operational workarounds, and step-by-step troubleshooting procedures.
• Author and update internal Knowledge Base (KB) articles to increase first-contact resolution rates across the support organization.
• Identify trend patterns in problem management to reduce ticket volume through process or configuration enhancements.