Competencies: 8-10+ years experience required
Warehouse Management
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, WCS/MHE automation platforms. Experience with warehouse robotics solutions such as Brightpick and willingness to travel for onsite support activities are highly desirable.
Key Responsibilities
- Production Support and Incident Management Provide L2/L3 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 inbound/outbound transactions, interface queues, and integration logs.
- Analyze MIF inbound and outbound logs and troubleshoot interface failures based on transaction/message-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.
Required Skills:
Manhattan Active
- Hands-on experience supporting MAWM in production environments; strong understanding of configuration, operational flows, issue triage, and support processes.
Warehouse Processes
- Receiving, putaway, replenishment, picking, packing, shipping, inventory management, cycle counts, returns, inventory adjustments, condition codes, and LPN/bin-level inventory control.
Integration Skills
- Hands-on experience supporting MAWM integrations with ERP, OMS, TMS, WCS, MHE automation, and robotics platforms. Strong knowledge of MIF inbound/outbound logs and interface troubleshooting.
Technical Skills
- REST APIs, web services, SQL for data validation, log analysis, message monitoring, production alert review, and transaction-level troubleshooting.
Reporting Skills
- Manhattan SCI reporting, ad-hoc reports, operational dashboards, inventory / order flow reporting, labor and distribution efficiency analysis, and report performance monitoring.
Support Governance
- Incident management, problem management, change management, RCA preparation, SLA tracking, and ITIL-aligned support practices.
Communication
- Ability to work with DC operations, supervisors, business stakeholders, Manhattan Support, and cross-functional IT teams during critical incidents.
Preferred Skills
- Experience supporting MAWM go-live, hypercare, and stabilization phases.
- Exposure to Manhattan Active Platform architecture and cloud-based application environments.
- Working experience with MAWM integration to robotics tools; MAWM to Brightpick Robotics experience is highly preferred.
- Experience supporting WCS/MHE automation systems, robotic picking, automated fulfillment, and highly automated DC environments.
- Knowledge of Splunk, Dynatrace, Azure Monitor, or similar monitoring tools.
- Experience working in 24x7 support environments with flexible coverage for critical incidents.
- Agile, DevOps, and release management exposure.
- Hypercare, Stabilization, and Site Support Responsibilities Area Expected Contribution Daily Operations Review operational dashboards, incident trends, application alerts, transaction failures, SCI reporting health, and inventory/order flow issues for production DCs.
- DC Support
- Support DC Operations Managers, warehouse supervisors, and business users during critical operational windows.
- Issue Triage
- Lead triage calls, coordinate with Manhattan, integration, automation, and infrastructure teams, and drive issues to closure.
- Knowledge Build
- Create runbooks, self-service diagnostic steps, FAQs, MIF troubleshooting guides, SCI reporting checks, and escalation procedures for recurring issues.
Travel / Onsite Support
- Must be open to travel to Fulfillment Centers (FCs) and Regional Logistics Centers (RLCs) for onsite troubleshooting, go-live support, hypercare, stabilization, and major incident support.
- Rollout Readiness
- Support future DC rollout preparation by documenting learnings, risks, dependencies, integration considerations, automation touchpoints, and go-live support needs.
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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