IBM Sterling OMS Production Support Lead

Position: IBM Sterling OMS Production Support Lead

Location:  Remote

Duration:  Contract      

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.