Lead Support Engineer - OMS
Retail/Dropship/Omnichannel, SQL, IBM Sterling OMS, ELK, Splunk, AppDynamics, Jira, Snow
Description
GSPANN is looking for a Support Engineer with expertise in Order Management System (OMS). 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: Gurugram / Pune/ Hyderabad
Role Type: Full Time
Published On: 30 August 2023
Experience: 8+ Years
Description
GSPANN is looking for a Support Engineer with expertise in Order Management System (OMS). 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 the 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.
- Manage day-to-day support operations, prioritize issues, assignments, schedules, training, and knowledge management. Ensure that the team meets the customer Service-Level Agreements (SLAs).
- Document the process, functional flows, functional validations, and share timely updates with the stakeholders through ticket systems like 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 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, 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 the gaps in monitoring and adding 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/email/slack/teams channel with vendor and operations teams across the globe.
Skills and Experience
- 10+ years of techno-functional experience in Retail/Dropship/Omnichannel implementation of a mid to large size organization/s.
- 3+ years of experience in writing SQL in the Oracle database or similar transactional database.
- 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.
- Good knowledge of one of the support tools - ELK, Splunk, AppDynamics, Jira, Snow, etc.
- Capable of writing complex queries for the above tool/s.
- Ability to effectively triage issues in production.
- Should be open to work in a shift-based support structure.
