Managed Services IT Lead – Infios

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of L2/L3/L4-level technical support for Infios (MPO/NPOS) environments.

• Maintain an in-depth understanding of the MPO/NPOS data model and client workflow mappings.

• Troubleshoot Infios integrations with ERP, WCS, and other systems.

• Diagnose and resolve issues related to client-specific customizations.

• Prioritize support for Version 14 cloud-native/microservices environments while also supporting Version 13.

• Query, diagnose, and validate data issues utilizing SQL/SQL Server.

• Lead and mentor supporting consultants across various support tiers.

• Oversee onboarding and ramp-up processes for new client environments.

• Manage support tickets, SLAs, and escalations effectively.

• Communicate root causes and resolution strategies to client stakeholders.

• Collaborate with delivery and staffing leadership on coverage and knowledge-transfer strategies.

⛳️ Requirements

• Principal-level hands-on experience with Infios/MPO is required.

• Strong proficiency in SQL/SQL Server is essential.

• A comprehensive understanding of the MPO/NPOS data model, including relationships and integration points.

• Proven capability in troubleshooting integrations and client-specific customizations.

• Familiarity with client warehouse workflows and business processes mapped to platform configurations.

• Experience with Version 14 cloud-native/microservices is highly preferred.

• Comfortable operating at L2/L3/L4 support tiers and mentoring junior consultants.

• Experience in managing support tickets, SLAs, and escalations within a client-facing context.

• Strong communication skills for articulating complex platform issues clearly.

• Ability to adapt quickly to new client environments.

• Experience supporting both Infios Version 13 and Version 14 environments is preferred.

• Familiarity with ERP and WCS/WES integrations is preferred.

• Experience across L2, L3, and L4 support staffing models is preferred.

• Comfort with blended onshore/offshore delivery models is preferred.

• Experience with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk is preferred.

• Must be legally authorized to work in the United States without current or future employer sponsorship.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work arrangements and a supportive work environment.