Omni-Channel Support Specialist

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

📋 Description

• Deliver L2/L3 production support for Manhattan Active Omni (MAO) and the Manhattan Order Management System (OMS) applications.

• Oversee application performance, system health, and batch jobs to proactively detect and resolve issues.

• Examine production incidents, conduct root cause analysis, and implement lasting solutions to avoid recurring problems.

• Assist with order lifecycle management, inventory synchronization, fulfillment workflows, returns, exchanges, and store operations.

• Collaborate with business users, development teams, infrastructure teams, and third-party vendors to address complex application challenges.

• Analyze application logs, system alerts, and transaction failures to ensure prompt issue resolution.

• Manage service requests, incident tickets, change requests, and production deployments while complying with SLA commitments.

• Facilitate application upgrades, patches, configuration changes, and release activities.

• Confirm system functionality following deployments and coordinate post-release production support.

• Create technical documentation, operational runbooks, knowledge articles, and troubleshooting guides.

• Participate in on-call support rotations for critical production environments.

• Guarantee high application availability, system reliability, and optimal platform performance.

• Work together with QA and development teams to reproduce production defects and verify fixes prior to deployment.

• Identify opportunities for process automation and continuous improvement within support operations.

⛳️ Requirements

• Minimum Experience: 6+ years.

• Solid hands-on experience with Manhattan Active Omni (MAO).

• In-depth knowledge of the Manhattan Order Management System (OMS).

• Experience in supporting omni-channel retail applications in production settings.

• Strong grasp of order orchestration, inventory management, fulfillment, returns, and store operations.

• Familiarity with incident management, problem management, and change management processes.

• Ability to analyze logs, troubleshoot application issues, and conduct root cause analysis.

• Experience with supporting REST APIs, integrations, and middleware components.

• Proficient in Linux/Unix environments and command-line operations.

• Understanding of production monitoring tools and best practices for application support.

• Excellent communication and stakeholder management abilities.

• Advanced SQL skills for data analysis, troubleshooting, and investigating production issues (Good-to-have).

• Experience with cloud-based enterprise applications and SaaS platforms (Good-to-have).

• Knowledge of retail ERP, warehouse management systems (WMS), and supply chain processes (Good-to-have).

• Familiarity with monitoring tools like Splunk, Dynatrace, AppDynamics, or similar platforms (Good-to-have).

• Experience in scripting with Shell, Python, or PowerShell for operational automation (Good-to-have).

• Understanding of CI/CD pipelines, DevOps practices, and release management (Good-to-have).

• Knowledge of Agile and ITIL methodologies (Good-to-have).

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (Preferred Qualification).

• 6–14 years of experience in supporting enterprise retail applications (Preferred Qualification).

• Relevant certifications from Manhattan Associates are a plus (Preferred Qualification).

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits and wellness programs.

• Opportunities for professional development and growth.

• Flexible work arrangements and work-life balance.

• Engaging company culture with team-building activities.