AYAN InfoTech is looking for Production Application Support Engineer (L2) to join an exciting project based in Adelaide. The role offers you the opportunity to contribute towards an extremely well structured and mature environment, working on sophisticated enhancement projects.
Role: Production Application Support Engineer (L2)
Location: Adelaide
Contract Duration: 6 Months with high possible extensions
Experience: 5+ Years
Job Summary:
The L2 Application Support Engineer will provide production application support during business hours for the ClickSoftware Field Service Edge (FSE) platform. The role is responsible for ensuring operational stability, incident resolution, and service continuity of field service planning, scheduling, dispatch, and mobility processes. This role works closely with L1 support / customer / business users to analyse escalated issues and restore services within agreed SLAs, while coordinating with L3 or vendor teams (Salesforce Support) when required.
Key Responsibilities:
- Production Support (Business Hours): Provide Level 2 production support during business hours for ClickSoftware Field Service Edge. Ensure uninterrupted support for critical business operations including scheduling, dispatch, and mobile workforce execution. Act as the primary L2 escalation point for issues raised by L1 support / customer / business users.
- Incident Management & Service Restoration: Analyze and resolve incidents escalated from L1 support / customer / business users within defined SLAs. Troubleshoot functional and technical issues related to:
- Scheduling and dispatch execution
- Work order and appointment processing
- User access, role issues, and Permissions
- Mobile workforce synchronization and offline data conflicts
- Provide effective workarounds to restore production services with minimal business impact.
- Problem Management & Root Cause Analysis: Perform root cause analysis (RCA) for recurring or high-impact production incidents. Identify underlying data, configuration, or process issues and recommend corrective actions. Maintain knowledge articles, known error records, and operational documentation to improve resolution efficiency.
- Configuration Support: Perform approved configuration changes, in line with change management processes, including: Skills, calendars, shifts, and territories
- Priorities, SLAs, and appointment booking rules
- User roles, permissions, and operational parameters (Global Settings),etc.
- Validate configuration changes in lower environments (Sandboxes) and support controlled deployment to production.
- Scheduling, Dispatch & Optimization Support: Support daily planning, scheduling, and dispatch operations. Investigate scheduling failures or degraded schedule quality (e.g., gaps in the Gantt, travel time issues) caused by: Capacity constraints or "Drip Feed" settings
- Skill mismatches or Objective/Rule violations
- Calendar, shift, or Street Level Routing (SLR) configuration issues
- Resolve issues through configuration or data correction without impacting core optimization logic.
- Integration & Data Support: Monitor and support production integrations between ClickSoftware FSE and external systems (ERP, CRM, GIS).
- Investigate interface failures using API logs (REST/SOAP), data inconsistencies, and missing transactions. Coordinate with integration and middleware teams to ensure data accuracy and process continuity.
- Batch Jobs, Services & System Monitoring: Monitor production batch jobs, schedulers, and background services during business hours.
- Identify job failures or performance issues using FSE monitoring tools and initiate recovery or escalation as required. Perform routine production health checks to ensure system stability.
- Mobility (ClickMobile / Salesforce FSE Mobile) Support: Support mobile users for issues related to job sync, login/access, offline/online behaviour, and transaction completion. Coordinate with L1 support / customer / device teams for end-user, MDM, or device-related issues.
- Stakeholder Communication & Escalation: Communicate clearly with L1 support / customer / business users regarding issue status, impact, and resolution timelines.
- Escalate unresolved or complex issues to L3 or Salesforce vendor support with complete diagnostic information and impact analysis.
- Documentation & Reporting: Maintain incident records, RCA reports, SOPs, and operational runbooks. Provide regular production support status updates and operational reports during business hours.
Contact: 61-(02) 7207 6926 for more details.
Please note we will be able to contact only shortlisted candidates for this role. We thank you in advance for your interest.
