Description:
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Join Infios as our new, OMS Senior Manager – Support you will lead global Level 2 and Level 3 support for enterprise Order Management Systems, ensuring high availability and seamless performance for mission-critical omnichannel operations. This role is responsible for driving operational excellence, accelerating issue resolution, and continuously improving OMS platforms that support both existing customers and new customer onboardings across global regions.
What a Day In The Life Looks Like
- Lead 24x7 global L2/L3 OMS support operations, including staffing and on-call coverage
- Own incident, problem, and change management, serving as the primary escalation point
- Drive RCA, defect prevention, and proactive operational improvements
- Manage production releases, upgrades, migrations, hotfixes, and patches
- Improve automation, observability, alerting, and performance monitoring
- Ensure adherence to SLAs, KPIs, and operational metrics
- Build and maintain runbooks, knowledge articles, and operational documentation
- Manage, mentor, and develop OMS support teams through training and cross-skilling
- Partner with product, architecture, and delivery teams to improve platform supportability
What You Bring To The Team
- Bachelor’s degree in Engineering, Computer Science, or related field
- Experience supporting OMS platforms such as Infios OM, Manhattan, IBM Sterling, Blue Yonder
- Strong understanding of order lifecycle, fulfillment, inventory, and returns
- Experience with production support, batch processing, and real-time integrations
- Working knowledge of APIs, middleware, and event-driven architectures
- Experience with ITSM tools such as ServiceNow, Jira, or Remedy
- Monitoring tools: Splunk, Dynatrace, Grafana
- Cloud platforms: AWS, Azure or GCP
- Strong leadership, incident management, and communication skills