CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
Job Title: Sr IBM DOM Production Support
Job Summary
We are seeking an experienced IBM Sterling DOM Production Support Lead to oversee production support operations for our IBM Sterling Order Management (DOM) platform supporting Direct-to-Consumer (DTC) and omnichannel fulfillment processes. This role will be responsible for ensuring application stability, leading incident resolution efforts, managing support teams, driving operational excellence, and serving as the primary point of contact for business and technology stakeholders.
The ideal candidate will possess strong IBM Sterling DOM expertise, production support leadership experience, and a proven ability to manage critical business applications in a fast-paced, global environment.
Key Responsibilities
Production Support Leadership
Lead L2/L3 production support activities for IBM Sterling DOM applications and related integrations.
Manage daily support operations, ticket queues, service requests, and incident resolution activities.
Ensure adherence to SLAs, operational KPIs, and support processes.
Provide leadership and guidance to support analysts and offshore/onshore support teams.
Coordinate support coverage, shift planning, and on-call rotations.
Incident & Problem Management
Lead major incident management and drive resolution of critical production issues.
Coordinate cross-functional teams including Development, Infrastructure, Middleware, Cloud, and Business Operations.
Conduct Root Cause Analysis (RCA) and ensure corrective and preventive actions are implemented.
Track recurring issues and drive long-term stabilization initiatives.
Escalate risks and service-impacting issues appropriately.
IBM Sterling DOM & Integration Support
Support Sterling DOM modules including Order Capture, Inventory Visibility, Sourcing, Fulfillment, Shipment Processing, and Returns.
Oversee troubleshooting of APIs, services, agents, integrations, and order orchestration workflows.
Support integrations with ERP, eCommerce, CRM, WMS, YMS, TMS, and third-party logistics systems.
Ensure critical order management and fulfillment processes operate efficiently.
Operational Excellence & Service Delivery
Monitor application health, performance, and operational metrics.
Drive continuous improvements in monitoring, automation, and support processes.
Lead release readiness reviews, deployment support, and post-production validation activities.
Ensure compliance with ITIL-based Incident, Problem, Change, and Release Management processes.
Develop and maintain support runbooks, knowledge articles, and operational documentation.
Stakeholder Management
Serve as the primary support contact for business and technology stakeholders.
Provide regular updates on incidents, service performance, risks, and operational improvements.
Facilitate governance meetings, operational reviews, and leadership status reporting.
Build strong relationships across global teams and business functions.
Required Qualifications
Education
Experience
5+ years of IT experience with at least 5 years supporting IBM Sterling DOM/OMS environments.
4+ years of experience leading production support teams or service delivery functions.
Strong experience supporting DTC, omnichannel commerce, and supply chain fulfillment operations.
Experience managing major incidents and coordinating cross-functional resolution efforts.
Technical Skills
IBM Sterling DOM/OMS (Version 9.x/10+ preferred).
REST/SOAP APIs, XML, XSLT, SQL, MQ, JMS.
Working knowledge of Java/J2EE and UNIX/Linux environments.
Experience with WebSphere, middleware technologies, and integration troubleshooting.
Familiarity with monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar platforms.
Exposure to cloud and container platforms including AWS, Azure, GCP, Docker, and Kubernetes.
Preferred Qualifications
Experience supporting Sterling DOM GEO-distributed environments.
Knowledge of microservices architecture and distributed systems.
Experience with Sterling performance tuning and system optimization.
Background supporting WMS, YMS, ERP, TMS, or broader Supply Chain Management (SCM) platforms.
ITIL Foundation or ITIL Practitioner certification.
IBM Sterling OMS/DOM certification.
Cloud certifications (AWS, Azure, or GCP) preferred.
Key Competencies
Strong leadership and team management skills.
Excellent analytical, troubleshooting, and decision-making abilities.
Exceptional verbal and written communication skills.
Ability to manage multiple priorities in a high-volume production environment.
Strong stakeholder management and customer service orientation.
Proven ability to drive operational excellence and continuous improvement initiatives.
Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.
How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:
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We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
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We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
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We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.
Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.
Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.
Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.
Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.
Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.
Videos to watch:
The Culture at Mattel
Corporate Philanthropy
