Job Responsibilities

• Troubleshoot and resolve production incidents in an analytical and logical manner, identifying root causes and providing timely solutions.
• Work closely with development teams, vendors, infrastructure teams, and other software support teams to ensure smooth system operation.
• Provide OMS Incident Management and Problem Management support, ensuring minimal disruption and swift resolution of issues.
• Engage with traders and business users confidently, translating technical information into clear communication.
• Apply in-depth OMS retail industry knowledge to troubleshoot and resolve issues effectively.
• Manage multiple issues in parallel, adapting quickly to changing priorities and maintaining focus under pressure.
• Support US business lines in an onsite-offshore model, coordinating with offshore teams to resolve incidents.
• Understand incident management workflows, using ServiceNow ITIL methodologies to track, escalate, and resolve issues efficiently.
• Utilize monitoring tools like JIRA and ServiceNow to track and report incidents, and engage in root cause analysis.

Job Requirements

• 6-10 years of experience in Sterling OMS and Java Microservices. Experience in retail or similar business-facing roles is preferred
• IBM Sterling OMS and Microservices expertise.
• Strong experience with XML, Java, JSON, and Jenkins.
• Extensive SQL knowledge for debugging (Oracle, MS SQL, Sybase).
• Familiarity with middleware technologies like MQ, Tibco, and WebLogic.
• Experience with scripting and automation (e.g., Python, Perl, PowerShell) is a plus.
• Hands-on experience with incident management, understanding ticket workflows, and using ServiceNow for issue resolution.
• Excellent oral and written communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Solid understanding of the SDLC, with the ability to adapt to changing business needs and priorities.

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