Title: IBM Sterling OMS Production Support Lead -- Remote
Duration: 12 Months
Experience: 10 Years
Rate: DOE
Role Overview
We are seeking an experienced IBM Sterling OMS Production Support Lead with strong expertise in Supply Chain & Distribution , Order Management , Enterprise Integrations , and Application Managed Services (AMS) . The ideal candidate will lead production support operations, drive incident resolution, ensure platform stability, and manage critical business applications supporting large-scale order fulfillment and distribution environments.
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 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.
Required Skills
- Strong hands-on experience with IBM Sterling OMS (APIs, Services, User Exits, Agents, Business Center, Order Monitoring).
- Deep understanding of Supply Chain, Distribution, Order Fulfillment, Inventory Management, and Order Orchestration processes.
- Proven experience supporting complex 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 log analysis.
- Experience managing high-severity incidents, on-call support, and SLA-driven support environments.
Preferred Skills
- Experience leading AMS / Production Support delivery teams .
- Exposure to WMS platforms, ERP systems (Oracle, SAP, Dynamics), and omnichannel commerce environments.
- Experience with monitoring and observability tools such as Splunk, Dynatrace, Kibana, Datadog, or AppDynamics .
- Experience supporting IBM Sterling OMS Cloud environments.
- ITIL Foundation certification is a plus.
Ideal Candidate
A strong OMS Production Support professional with proven experience in managing mission-critical supply chain applications, leading incident management and production support teams, driving operational excellence, and ensuring stable business operations in large-scale distribution and fulfillment environments. The candidate should possess excellent stakeholder management, communication, and leadership skills while maintaining a customer-first mindset.
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