Manhattan Active Omni-Channel Support Specialist

We are looking for an experienced Manhattan Active Omni-Channel Support Specialist to join our technology and retail operations team.

The ideal candidate will have extensive experience supporting and maintaining Manhattan Active Omni (MAO) and Manhattan Order Management System (OMS) platforms in enterprise retail environments.

You will play a key role in ensuring the stability, performance, and availability of mission-critical omni-channel applications that power order fulfillment, inventory visibility, store operations, and customer experiences.

As a support specialist, you will be responsible for troubleshooting production issues, monitoring system health, resolving incidents, performing root cause analysis, and collaborating with cross-functional teams to ensure seamless business operations.

This role requires hands-on expertise in Manhattan Active Omni applications, experience supporting distributed retail systems, and the ability to manage critical production incidents with minimal business disruption.

Key Responsibilities

• Provide L2/L3 production support for Manhattan Active Omni (MAO) and Manhattan Order Management System (OMS) applications.
• Monitor application performance, system health, and batch jobs to proactively identify and resolve issues.
• Investigate production incidents, perform root cause analysis, and implement permanent solutions to prevent recurring problems.
• Support order lifecycle management, inventory synchronization, fulfillment workflows, returns, exchanges, and store operations.
• Coordinate with business users, development teams, infrastructure teams, and third-party vendors to resolve complex application issues.
• Analyze application logs, system alerts, and transaction failures to ensure timely issue resolution.
• Manage service requests, incident tickets, change requests, and production deployments while adhering to SLA commitments.
• Support application upgrades, patches, configuration changes, and release activities.
• Validate system functionality after deployments and coordinate post-release production support.
• Prepare technical documentation, operational runbooks, knowledge articles, and troubleshooting guides.
• Participate in on-call support rotations for critical production environments.
• Ensure high application availability, system reliability, and optimal platform performance.
• Collaborate with QA and development teams to reproduce production defects and verify fixes before deployment.
• Identify opportunities for process automation and continuous improvement within support operations.