Job Summary
We are seeking an experienced IBM Sterling OMS Production Support Lead with strong expertise in Supply Chain and Distribution, Order Management, Enterprise Integrations, and Application Managed Services (AMS). The role will lead L2/L3 production support operations, drive critical incident resolution, ensure platform stability, and support mission-critical applications across large-scale order fulfillment and distribution environments. The ideal candidate will provide technical leadership, drive operational excellence, and maintain strong collaboration with business, infrastructure, vendor, and development teams.
Key Responsibilities
• Lead L2/L3 production support activities for IBM Sterling OMS and related integrated applications.
• Manage critical incidents, prioritize issues, and drive timely resolution within SLA commitments.
• Perform root cause analysis (RCA) and implement permanent fixes to prevent recurring issues.
• Monitor OMS order flows, inventory transactions, fulfillment processes, batch jobs, integrations, and overall system health.
• Coordinate with business users, infrastructure teams, vendors, and development teams during incident resolution and major releases.
• Lead deployment support, release validation, and post-production monitoring activities.
• Identify opportunities for automation, service improvements, and operational efficiency.
• Prepare operational dashboards, service reports, KPI metrics, and executive status updates.
• Mentor support team members and provide technical leadership during production escalations and war-room calls.
• Support high-severity incidents, on-call operations, and SLA-driven production support activities.
Required Qualifications
• Strong hands-on experience with IBM Sterling OMS, including APIs, Services, User Exits, Agents, Business Center, and Order Monitoring.
• Deep understanding of Supply Chain, Distribution, Order Fulfillment, Inventory Management, and Order Orchestration processes.
• Proven experience supporting complex enterprise integrations involving ERP, WMS, CRM, Dynamics 365, EDI, MQ, Middleware, REST/SOAP APIs, and MuleSoft.
• Strong troubleshooting skills across application, integration, middleware, and database layers.
• Working knowledge of Java/J2EE, XML/JSON, SQL, Unix/Linux, and application log analysis.
• Experience managing high-severity incidents and SLA-driven support environments.
• Strong stakeholder management, communication, problem-solving, and technical leadership skills.
Preferred Qualifications
• Experience leading AMS or production support delivery teams.
• Exposure to WMS platforms and ERP systems such as Oracle, SAP, or Dynamics.
• Experience supporting omnichannel commerce environments.
• Experience with monitoring and observability tools such as Splunk, Dynatrace, Kibana, Datadog, or AppDynamics.
• Experience supporting IBM Sterling OMS Cloud environments.
• Strong customer-focused mindset and experience driving operational excellence in mission-critical applications.
Certifications
• ITIL Foundation certification is preferred.
