IBM Sterling OMS Production Support Lead

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.