Application Support L3 (Supply Chain & Manufacturing)

About the role

We are seeking an Application Support L3 professional to guarantee the stability, availability, performance and operational continuity of the applications that support our Supply Chain & Manufacturing (SCM) processes. The role serves as the technical escalation point for complex incidents that cannot be resolved by L1, L2 or AMS teams.

Key responsibilities

• Act as the L3 escalation point for critical SCM application incidents.
• Coordinate diagnosis, recovery and stabilization of affected services.
• Analyze logs, metrics, traces, events, integrations and batch processes to identify root causes.
• Monitor application health using observability and monitoring tools.
• Validate and follow up on Root Cause Analyses (RCA) and remediation plans.
• Manage recurring problems through Problem Management practices.
• Assess risks associated with technological changes and participate in Change Management.
• Collaborate with Development, Infrastructure, Cloud, Security, Data teams and external providers to resolve incidents.
• Maintain up‑to‑date technical documentation, runbooks, operational procedures and escalation matrices.
• Identify automation opportunities and improvements to reduce incidents and operational effort.
• Track SLA, KPI, MTTR and availability metrics.
• Participate in the transition and stabilization of new applications within the support model.

Required profile

• Bachelor’s degree in Computer Engineering, Computer Science or a related field.
• Minimum 5 years of experience in enterprise application support, IT operations or service management.
• At least 3 years of experience in L2/L3 or specialized Application Support roles.

Required skills

• Incident Management
• Root Cause Analysis (RCA)
• Problem Management
• Change Management
• Observability and monitoring tools