Job Summary
We are seeking an experienced Manhattan Active Warehouse Management (MAWM) Support Engineer to support and stabilize recently productionized Distribution Centers operating on Manhattan Active Warehouse Management. The role will provide application support, incident management, defect triage, production monitoring, business user support, integration troubleshooting, SCI reporting support, and coordination with Manhattan and cross-functional teams to ensure seamless warehouse operations.
The ideal candidate should bring strong MAWM production support expertise, deep warehouse operations knowledge, hands-on experience with Manhattan Integration Framework (MIF), SCI reporting capabilities, and experience supporting integrations with ERP, OMS, TMS, WCSMHE automation platforms. Experience with warehouse robotics solutions such as Brightpick and willingness to travel for onsite support activities are highly desirable.
5-10 years of WMS experience, including minimum 3+ years in Manhattan Active Warehouse Management or strong Manhattan WMS production support experience. The candidate should be comfortable working in a high-volume DC environment, managing critical incidents, troubleshooting integrations through MIF, supporting SCI reporting, working with WCSMHE and robotics touchpoints, coordinating with multiple teams, and supporting hypercare stabilization activities after go-live.
Key Responsibilities
Production Support and Incident Management
Provide L2L3 production support for Manhattan Active Warehouse Management.
Monitor production environments and ensure system availability and performance.
Analyze, troubleshoot, and resolve application incidents within agreed SLAs.
Manage Sev1, Sev2, and business-critical incidents through closure.
Participate in war-room calls and provide timely stakeholder updates.
Perform root cause analysis (RCA) and drive permanent corrective actions.
Functional and Operational Support
Support inbound, outbound, inventory, replenishment, wave planning, and labor-related warehouse processes.
Support inventory adjustments, cycle count reconciliation, condition code management, and inventory control processes.
Analyze and resolve inventory discrepancies across bins and License Plate Numbers (LPNs).
Manage inventory status transitions including serviceable, damaged, hold, quality, and recall-locked inventory.
Understand how condition codes segment inventory by physical or disposition state, and how adjustments record quantity or status corrections.
Work closely with DC operations teams to troubleshoot warehouse execution and inventory issues impacting distribution center operations.
Validate configuration changes and support release deployments.
Integration and Technical Support
Support integrations between MAWM and enterprise applications including ERP, OMS, TMS, WCS, MHE automation, and robotics solutions.
Hands-on experience with Manhattan Integration Framework (MIF), including monitoring inboundoutbound transactions, interface queues, and integration logs.
Analyze MIF inbound and outbound logs and troubleshoot interface failures based on transactionmessage-level findings.
Review logs, API transactions, message queues, and system alerts.
Coordinate with Manhattan Support, product teams, infrastructure teams, integration partners, and automation teams as needed.
Continuous Improvement
Identify recurring operational issues and drive stabilization initiatives.
Build knowledge articles, support playbooks, SOPs, and runbooks.
Recommend process improvements to improve warehouse productivity and reduce support dependency.
Participate in cutover, hypercare, and future DC rollout activities
Reporting and Analytics
Manhattan SCI (Supply Chain Intelligence)
Hands-on experience creating and supporting ad-hoc SCI reports and dashboards.
Monitor inventory flow, order processing, shipment execution, and fulfillment accuracy.
Evaluate warehouse labor utilization, distribution efficiency, and operational KPI trends.
Track system health, report performance, and long-running reports to prevent software performance issues.
Identify reporting bottlenecks and support stakeholders with timely operational insights.
Success Criteria
Meet or exceed incident SLA compliance.
Minimize production downtime and operational disruptions.
Improve MAWM platform stability, integration reliability, and reporting visibility.
Reduce recurring incidents through proactive problem management and strong RCA discipline.
Deliver high customer satisfaction and warehouse operational continuity.
Enable future DC rollouts through documented learnings and a stable support model.
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