IBM Sterling OMS Leads
Order Management System (OMS), Retail/Dropship/Omnichannel, SQL, IBM Sterling OMS, ELK, Splunk, AppDynamics, Jira, Snow
Description
GSPANN is hiring Order Management System Leads with expertise in IBM Sterling. As we march ahead on a tremendous growth trajectory, we seek passionate and talented professionals to join our growing family.
Who We Are
GSPANN has been in business for over a decade, with over 2000 employees worldwide, and servicing some of the largest retail, high technology, and manufacturing clients in North America. We provide an environment that enables career growth while still interacting with company leadership.
Visit Why GSPANN for more information.
Location: Hyderabad / Gurugram / Pune
Role Type: Full Time
Published On: 20 March 2023
Experience: 10+ Years
Description
GSPANN is hiring Order Management System Leads with expertise in IBM Sterling. As we march ahead on a tremendous growth trajectory, we seek passionate and talented professionals to join our growing family.
Role and Responsibilities
- Lead the dropship support team to maintain the stability of omnichannel retail capabilities and increase overall customer experience.
- Collaborate with cross-functional teams and partner with business stakeholders, IT leadership, internal teams, and third-party vendors to ensure business continuity and stability of the order management and related peripheral applications functionalities of the dropship functional area.
- Manage day-to-day support operations, prioritize issues, assignments, scheduling, training, and knowledge management - ensure the team meets all customer SLAs (Service Level Agreements).
- Document processes, functional flows, functional validations, and timely update stakeholders through ticket systems, via Jira, Confluence, and emails.
- Prioritize, document, implement workarounds, and track issues via ServiceNow tickets.
- Develop and maintain a strong and real-time feedback loop with the development teams to alert them about and implement fixes for issues that could be avoided through better design, coding, or monitoring.
- Apply technology and automation to improve monitoring, alerting, and issue resolution.
- Build strong teams with well-defined procedures, standard operating procedures (SOPs), and runbooks for triage and resolution.
- Drive production stability and reliability efforts throughout the year to prepare for peak volume days and key events.
- Identify gaps in monitoring and add necessary alerts via tools such as Kibana, AppDynamics, and Nagios.
- Coordinate with onshore counterparts on day-to-day activities to drive issues toward resolution.
- Communicate effectively over voice call/email/Slack/Teams channel with vendor and operations teams across the globe(USA, China, etc.)
Skills and Experience
- 10+ years of techno-functional experience in Retail/Dropship/Omnichannel implementation of mid-to-large size organizations.
- 3+ years of experience in writing SQL in an Oracle database or similar transactional databases.
- 5+ years of experience in supporting dropship and/or order management applications for a retail organization.
- 5+ years of technical exposure to IBM Sterling OMS.
- Must have a good understanding of support tools like ELK, Splunk, AppDynamics, Jira, or Snow.
- Should be capable of writing complex queries for the above-mentioned support tools.
- Effectively triage issues in production.
- Comfortable working in a shift-based support structure.
