Job Description
Provide senior-level technical support, maintenance, and continuous improvement for the organization's Warehouse Management System (WMS) platform. Serve as an experienced technical resource responsible for production support, incident resolution, troubleshooting, system stability, performance optimization, and integration support. Partner closely with warehouse operations, business stakeholders, IT teams and external vendors to ensure reliable and efficient warehouse operations. Support application enhancements, upgrades, root cause analysis, and modernization initiatives while driving service quality and operational excellence across the WMS landscape.
Key Responsibilities
Provide advanced production support for Warehouse Management System (WMS) applications, integrations, and warehouse automation platforms.
Manage and resolve production incidents, service requests, and support tickets within established SLAs, ensuring timely communication, thorough troubleshooting, and minimal disruption to warehouse operations.
Monitor application health and system performance, proactively identifying and addressing issues before they impact business operations.
Ensure stable and reliable operation of WMS solutions through incident management, problem management, and continuous improvement initiatives.
Coordinate support activities across releases, deployments, maintenance windows, and production support cycles while maintaining alignment with business and operational objectives.
Serve as a senior technical resource and escalation point for complex production issues, driving resolution through collaboration with internal teams and external vendors.
Collaborate with business stakeholders, product owners, and warehouse operations teams to understand operational challenges, support testing efforts, and resolve application defects.
Support and maintain integrations between WMS, ERP, OMS, microservices, and IBM MQ messaging platforms to ensure seamless data flow across systems.
Monitor and troubleshoot real-time and batch interfaces to maintain inventory accuracy and efficient order fulfillment processes.
Support Azure-based data integration and analytics platforms, including Azure Data Factory and Databricks, ensuring reliable data processing and reporting.
Perform root cause analysis for application and integration issues, implementing corrective actions and preventive measures to reduce recurring incidents.
Participate in application upgrades, patch deployments, and modernization initiatives, including support of WMS applications hosted on Azure Kubernetes Service (AKS).
Analyze operational metrics, incident trends, and system performance data to identify opportunities for improved stability, supportability, and service levels.
Develop and maintain support documentation, knowledge articles, troubleshooting guides, and standard operating procedures.
Provide technical guidance and knowledge sharing to support team members and end users.
Participate in on-call support rotations and critical incident response activities as required.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
8+ years of experience in enterprise application support, production support, or software engineering roles.
3+ years of hands-on experience supporting Warehouse Management Systems (WMS) in a production environment.
Strong experience with Java, Spring Framework, SQL Server, REST/SOAP APIs, Git/GitHub, and SQL-based troubleshooting.
Experience supporting IBM WebSphere, IBM MQ, Drools, and Azure Kubernetes Service (AKS).
Strong knowledge of Azure Data Factory and Databricks for data integration and analytics support.
Proven experience troubleshooting complex application, integration, and performance issues in a production environment.
Strong understanding of incident management, problem management, root cause analysis, and service restoration processes.
Experience supporting business-critical applications in a 24x7 operational environment.
Excellent problem-solving, analytical, and troubleshooting skills.
Strong verbal and written communication skills with the ability to interact effectively with business and technical stakeholders.
Nice to Have Skills & Experience
Experience supporting Digital Transformation and modernization initiatives.
Understanding of ITIL processes, including Incident, Problem, Change, and Release Management, is preferred.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.