Role & responsibilities

Retail & Supply Chain IBM Sterling OMS Support Engineer (Senior / SME)

Job TitleIBM Sterling OMS Support Engineer Senior / SME

Experience

- 6 to 9 years of overall experience
- Minimum 56 years in IBM Sterling OMS (L2/L3 Support, Enhancements, Production Support)
- Proven SME-level expertise in OMS products and integrations

Business Unit

- Supply Chain Applications / Retail

Client / Account

- UK-based Retail Customer

Work Location

- Offshore – India(Preferred Chennai, Bangalore)

Shift:

- 16x5 support model+ Weekend On call

Role Summary:- We are hiring an experienced IBM Sterling OMS Senior Support Engineer (SME) to lead production support, complex incident management, and system optimization for a retail supply chain environment. The role requires deep expertise in OMS, integration, and order lifecycle management, along with mentoring and guiding support teams. Key Responsibilities

- Provide L2/L3 support with SME oversight for IBM Sterling OMS
- Own and resolve critical incidents (P1/P2), lead RCA and preventive actions
- Monitor and troubleshoot end-to-end retail order lifecycle:
- Order capture, sourcing, inventory, fulfillment, returns
- Handle complex integration issues (ERP, WMS, eCommerce, APIs, messaging)
- Perform advanced log analysis, triaging, and data fixes (XML/config changes)
- Drive proactive monitoring, performance tuning, and system stability




- Lead OMS deployments, release validation, and sanity testing
- Conduct incident trend analysis and continuous improvement initiatives
- Act as SME and mentor for L2/L3 teams; provide training & KT sessions
- Collaborate with business, IT, and vendor teams for enhancements and issue resolution

Required Skills

- 6+ years hands-on experience in IBM Sterling OMS

- Robust expertise in
- Order Hub, Call Center, Intelligent Promising

- System Management Console (SMC)

- Deep understanding of
- Retail & Supply Chain processes (order lifecycle, omnichannel fulfillment)

- Strong experience in
- OMS integrations (ERP, WMS, APIs, JMS/MQ)
- REST/SOAP APIs, XAPI
- SQL for troubleshooting and data analysis
- Proven experience in incident management, RCA, and production support leadership
- Familiarity with tools: JIRA, ServiceNow, Confluence, Datadog, Git

Nice to Have

- Performance tuning expertise
- Cloud exposure (AWS/Azure/IBM Cloud)
- DevOps / CI-CD knowledge

Soft Skills

- Strong leadership & mentoring capability
- Excellent problem-solving & stakeholder communication
- Ability to handle high-pressure production environments

Ideal Candidate: A Sterling OMS SME with strong retail domain expertise, capable of leading support teams, resolving complex issues, and driving operational excellence.

📌 IBM Sterling OMS Support Engineer (Bengaluru)
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