IBM Sterling OMS Production Support Lead

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 overall 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
Support high-severity incidents, on-call operations, and SLA-driven production support activities
Required Qualifications
8+ years of experience
Bachelors Degree
ITIL Foundation
Skills
IBM Sterling OMS
Order Management and Order Orchestration
Enterprise Integrations
Troubleshooting
Java/J2EE
XML/JSON
SQL
Unix/Linux
Monitoring and Observability Tools
WMS and ERP Platforms
IBM Sterling OMS Cloud Environments
Production Support Leadership
Incident Management
Root Cause Analysis
Stakeholder Management
Technical Leadership
Mentoring and Coaching
Release Management Support
Operational Reporting and KPI Management
Service Improvement and Automation
Supply Chain and Distribution Domain Expertise
ITIL Service Management
Schedule
Start date: 2026-09-23