IBM Sterling OMS Support Engineer (L1/L2/L3)

- IBM Sterling OMS Support Engineer (L1/L2/L3)
Company: WillWare Technologies
Role: IBM Sterling OMS Support Engineer (L1/L2/L3)
Experience: 8-10 Years
Location: Bangalore / Chennai / Kolkata
Work Mode: Onsite
Job Summary
WillWare Technologies is looking for an experienced IBM Sterling OMS Support Engineer to provide L1/L2/L3 production support for enterprise Order Management System (OMS) applications. The ideal candidate should have hands-on experience in monitoring, troubleshooting, incident management, and supporting IBM Sterling OMS to ensure seamless order processing, inventory management, and integrations with enterprise applications.
Key Responsibilities
Provide L1/L2/L3 production support for IBM Sterling Order Management System (OMS) applications.
Monitor application health, system performance, batch jobs, and scheduled processes.
Analyze and resolve production incidents, service requests, and problem tickets within SLA.
Investigate order processing failures, inventory discrepancies, and integration-related issues.
Perform root cause analysis (RCA) and implement preventive measures for recurring issues.
Coordinate with development, infrastructure, middleware, and business teams for issue resolution.
Monitor logs, application servers, and interfaces to proactively identify and resolve issues.
Support deployments, application maintenance, and production releases.
Ensure system availability, stability, and optimal performance.
Create and maintain operational documentation, SOPs, and knowledge base articles.
Participate in on-call support and production support activities as required.
Required Skills
8-10 years of IT experience with strong production support expertise.
Hands-on experience with IBM Sterling Order Management System (OMS).
Experience in Order Management, Inventory Management, Order Fulfillment, and Returns Management.
Strong understanding of OMS workflows, order lifecycle, and inventory synchronization.
Experience in monitoring application performance and scheduled jobs.
Knowledge of incident management, problem management, and change management processes.
Strong troubleshooting and debugging skills.
Experience with SQL and database troubleshooting (Oracle/SQL Server/DB2).
Knowledge of Linux/Unix commands and log analysis.
Experience working with REST/SOAP APIs, JMS, XML, and integration troubleshooting.
Familiarity with ticketing tools such as ServiceNow.
Strong analytical, communication, and stakeholder management skills.
Preferred Skills
Experience with IBM Sterling Commerce OMS production support.
Knowledge of application servers such as WebSphere or WebLogic.
Understanding of middleware and enterprise integration concepts.
Experience in retail, e-commerce, or supply chain domains.
ITIL Foundation Certification is an added advantage.
Primary Skills
IBM Sterling OMS
Order Management System Support
Production Support (L1/L2/L3)
Incident Management
Order Processing
Inventory Management
SQL
Linux/Unix
ServiceNow
REST/SOAP APIs
Good to Have
IBM Sterling Commerce
WebSphere
XML
JMS
Batch Job Monitoring
Root Cause Analysis (RCA)
ITIL
Retail/E-commerce Domain Knowledge