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OMS Sterling Engineer – Managed Services
Position Summary
We are seeking a Senior OMS Sterling Engineer to support a Managed Services engagement involving production support, incident resolution, problem management, and application enhancement work. The role will be responsible for maintaining the stability, performance, and availability of IBM Sterling Order Management System applications while delivering enhancements aligned to business and operational requirements.
The ideal candidate will have strong hands-on experience with IBM Sterling OMS, Java/J2EE, APIs, XML/JSON, SQL, integrations, agents, services, and order-management processes. The candidate should be comfortable working in a production environment, managing incidents within SLA commitments, performing root-cause analysis, and implementing controlled application changes.
Key Responsibilities
Production Support
Provide L2/L3 production support for IBM Sterling OMS applications and related integrations.
Monitor and troubleshoot order capture, order orchestration, sourcing, inventory, fulfillment, shipment, payment, and return processes.
Investigate and resolve incidents involving orders, inventory, shipments, APIs, batch jobs, agents, integrations, and system performance.
Analyze application logs, server logs, database information, message queues, and transaction details to identify root causes.
Support scheduled agents, batch processes, event processing, pipelines, services, and integration jobs.
Troubleshoot failed or delayed transactions and coordinate recovery activities with business and technical teams.
Assess production impact, prioritize incidents based on severity, and provide timely status updates.
Participate in on-call or after-hours support as required by the Managed Services operating model.
Enhancement Delivery
Analyze business and technical requirements for small-to-medium enhancements.
Design, develop, test, and implement changes to Sterling OMS customizations and integrations.
Configure or enhance Sterling OMS services, APIs, agents, pipelines, user exits, rules, document types, and event handlers.
Develop or modify Java components, SQL queries, XML configurations, JSON payloads, and integration logic.
Perform impact analysis across order management, inventory, fulfillment, warehouse, payment, customer, and external-system processes.
Prepare technical specifications, unit test cases, deployment instructions, validation steps, and rollback plans.
Support regression testing, integration testing, performance testing, and production validation.
Incident and Problem Management
Perform root-cause analysis for recurring production issues.
Identify preventive actions and implement permanent fixes where appropriate.
Maintain incident records, known-error documentation, support procedures, and knowledge articles.
Participate in problem-management reviews and service-improvement initiatives.
Track recurring defects, operational bottlenecks, and opportunities to automate manual support activities.
Release and Change Management
Support release planning, code reviews, deployment preparation, and production implementation.
Coordinate application changes with infrastructure, database, middleware, integration, QA, and business teams.
Validate deployment packages and ensure correct sequencing of configuration, code, database, and integration changes.
Follow approved change, testing, segregation-of-duties, and production-support procedures.
Perform post-deployment smoke testing and monitor application behavior after releases.
Stakeholder and Team Responsibilities
Work closely with business analysts, product owners, solution architects, offshore/onshore support teams, and third-party vendors.
Communicate technical issues and recovery plans clearly to technical and nontechnical stakeholders.
Provide work estimates, status updates, risk assessments, and escalation information.
Mentor junior engineers and contribute to knowledge-transfer activities.
Create and maintain runbooks, operational procedures, architecture notes, and support documentation.
Identify opportunities to improve application reliability, support efficiency, and service quality.
Required Qualifications and Experience
Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related discipline; equivalent experience may be considered.
Typically 7 or more years of experience in software engineering, application support, or enterprise application development.
Typically 5 or more years of hands-on experience with IBM Sterling OMS or equivalent order-management platforms.
Strong experience supporting production applications in a Managed Services, application operations, or enterprise support environment.
Experience with the following Sterling OMS capabilities, as applicable:
Order capture and order orchestration
Inventory and availability
Sourcing and scheduling
Shipment and fulfillment
Payment processing
Returns and exchanges
Agents and scheduled processes
Services, APIs, pipelines, events, and user exits
Document types and business rules
Strong knowledge of Java/J2EE and object-oriented programming.
Experience with REST and SOAP services, XML, JSON, and enterprise integrations.
Strong SQL and relational database troubleshooting skills.
Experience with application-server or middleware environments used to host Sterling OMS.
Ability to analyze logs, transaction traces, database records, message queues, and integration payloads.
Experience with incident, problem, change, release, and service-level management processes.
Preferred Qualifications
Experience integrating Sterling OMS with ERP, WMS, CRM, e-commerce, payment, tax, shipping, or warehouse platforms.
Experience with IBM MQ or other enterprise messaging technologies.
Experience with API gateways, integration platforms, event-driven architectures, or microservices.
Familiarity with cloud, containerized, Kubernetes, or OpenShift-based deployments.
Experience with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, or equivalent platforms.
Experience using ServiceNow, Jira, Azure DevOps, or similar service-management tools.
Familiarity with source-control and build tools such as Git, Maven, Jenkins, or equivalent technologies.
Knowledge of performance tuning, high availability, batch optimization, and production-readiness practices.
Experience working in a geographically distributed support model.
Prior experience leading technical workstreams or mentoring engineers.
Core Competencies
Strong production troubleshooting and analytical skills
Ability to prioritize incidents based on business impact and service commitments
Structured root-cause analysis and problem-solving approach
Strong understanding of order-management business processes
Clear written and verbal communication
Ability to work effectively under time-sensitive production conditions
Strong documentation and knowledge-transfer discipline
Ownership mindset and willingness to drive issues through resolution
Ability to balance urgent support needs with enhancement delivery
Sound judgment when evaluating production changes and recovery actions
Typical Deliverables
Incident investigation and resolution records
Root-cause analysis and corrective-action documentation
Technical design and impact-assessment documents
Enhancement code and configuration changes
Unit and integration test evidence
Deployment and rollback instructions
Production validation results
Support runbooks and knowledge articles
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