Sr Support Engineer, Digital Manufacturing

Position Title: Sr Support Engineer, Digital Manufacturing
Position Type: Regular - Full-Time
Requisition ID: 39491
Position Overview
We are seeking an experienced Senior Support Engineer to provide advanced technical support (Level 2) for AVEVA PI Data Historian and COLOS Packaging Management applications. The successful candidate will work closely with enterprise clients, troubleshoot complex technical issues, and collaborate with both internal stakeholders and vendor teams to resolve problems and ensure optimal application performance. This role is also responsible for the effective execution of overarching strategies to improve and maintain the health, reliability, and efficiency of these systems across the enterprise.
Key Responsibilities

• Incident Management:
  Respond to, diagnose, and resolve issues escalated from Level 1 support, focusing on AVEVA PI Data Historian and COLOS Packaging Management environments.
• Troubleshooting & Analysis:
  Perform root cause analysis on complex application, integration, and data connectivity problems. Document findings and solutions in detail.
• Technical Escalation:
  Liaise with Level 3 engineers and/or vendor support for unresolved or highly complex issues, ensuring timely resolution and feedback to the client.
• System Monitoring & Optimization:
  Monitor application performance, conduct health checks, analyze alerts, and recommend improvements in coordination with customer IT teams.
• Customer Support:
  Thoroughly and consistently communicate technical solutions to end-users and stakeholders via email, phone, and remote sessions with a highly professional and responsive approach.
• Execution of System Health Strategies:
  Execute broader strategies to improve and maintain system health and reliability, focusing on the application and monitoring of global standards.
• Knowledge Sharing:
  Mentor junior support staff and contribute to internal training and knowledge-sharing sessions relating to AVEVA PI Data Historian and COLOS Packaging Management applications.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related discipline preferred.
• 10+ years of experience in application support or development roles for industrial and SCADA applications.
• Direct and demonstrated experience with AVEVA PI Data Historian (formerly OSIsoft PI) and COLOS Packaging Management strongly preferred.
• Proficiency with Windows Server environments, networking fundamentals, and application integration.
• Excellent analytical, troubleshooting, and communication skills.
• Ability to perform under pressure and manage multiple priorities in a fast-paced environment.
• Experience in scrum and/or agile operating environments preferred.

McCain Foods is an equal opportunity employer. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to find appropriate solutions.
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Job Family: Information Technology
Division: Global Digital Technology
Department: Digital Tech Global Manufacturing
Location(s): IN - India : Haryana : Gurgaon
Company: McCain Foods(India) P Ltd