If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Job Summary :-
We are looking for a highly motivated OMS L2 Support Engineer to provide production support for our cloud-native Order Management System (OMS). The ideal candidate will have a strong understanding of OMS processes, excellent troubleshooting skills, and the ability to work collaboratively with Engineering, Product, Customer Success, and Operations teams to ensure high system availability and customer satisfaction.
This role requires participation in a rotational shift schedule to provide global production support.
What a day in the life looks like:
- Provide Level 2 production support for the Order Management System (OMS) product.
- Investigate, troubleshoot, and resolve production incidents within defined SLAs.
- Perform Root Cause Analysis (RCA) for recurring issues and collaborate with Engineering teams for permanent fixes.
- Analyze application logs, API failures, database records, and cloud infrastructure to diagnose issues.
- Monitor production health, identify trends, and proactively prevent incidents.
- Support application deployments, configuration changes, and production releases.
- Work closely with L1 Support, Product Management, Engineering, QA, and Customer Success teams during incident resolution.
- Create and maintain knowledge articles, troubleshooting guides, and operational runbooks.
- Participate in on-call support and rotational shifts, including weekends and holidays as required.
- Drive continuous improvements in operational excellence, automation, monitoring, and alerting.
What you bring to the team:
- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- 3–7 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
- Experience supporting customer-facing SaaS or cloud-native applications is preferred.
Hands-on experience with most of the following technologies:
- Java, Spring Boot, React JS (basic understanding for UI troubleshooting),JavaScript functions, MongoDB, AWS (Lambda, SNS, SQS, CloudWatch), Apache Camel
- Elasticsearch, Loki, Grafana, REST APIs ,Git ,Linux/Unix, Command Line Interface (CLI)
- JSON and XML and AI Tools (Claude / Kiro etc.)
Experience with one or more of the following supply chain domains:
- Order Management System (OMS)
- Inventory Management
- Order Promising / Available-to-Promise (ATP)
- Distributed Order Management (DOM)
- Order Fulfillment and Order Lifecycle Management
Knowledge of retail or eCommerce order fulfillment processes is highly desirable.
- Strong analytical and troubleshooting skills.
- Ability to debug issues across distributed microservices.
- Experience using observability and monitoring tools such as Grafana, Loki, and CloudWatch.
- Understanding of cloud-native and event-driven architectures.
- Ability to prioritize multiple production issues in a fast-paced environment.
- Familiarity with Incident, Problem, and Change Management processes.
- Experience working in Agile/Scrum environments.
- Bachelor's degree in Computer Science, Information Technology, or a related discipline.
- 2–6 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
- Experience supporting customer-facing SaaS or cloud-native applications is preferred.
- Willingness to work in rotational shifts supporting global customers.
- Participation in an on-call support rotation as required.
At Infios , we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios , we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected]
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.
