WMS Operations Lead

Detailed JD

Overall Experience: 8-10 years of IT experience

Operation lead for performing Incident Management, Problem management, Service request, Change Management and Knowledge Management.

• Production Support project experience (8 years of experience) with BY WMS
• Should have experience in multiple WMS application versions
• Proficient in handling MOCA commands, Labels, Reports and Page-builders.
• Ability to resolve BY WMS production tickets and perform RCA (root cause analysis)
• Ability to provide permanent fix for frequently occurring issues in production support
• Ability to provide solutions to operational issues.
• Proficient in handling ticket management system like JIRA, Service now.
• Proficient in handling Monitoring tools
• Maintaining daily status for incidents and service requests.
• Need to have good communication skills as it is for a client facing role.
• Should meet SLA deadlines
• Strong analytical, problem solving, troubleshooting skills.
• Ability to document the production issues and their resolutions
• Exhibit a commitment to customer service while building customer partnerships.
• Prior experience in leading implementation/support teams would be desirable.
• Coordinating with the customer & offshore team to resolve queries or clarifications.
• Perform production/baseline support activities.
• Be on-call for issues during non-overlap hours with offshore team and in the weekends, on rotation basis.
• Take decisions independently and interact directly with customers.
• Should be able to lead the Junior resources in the production support