Manhattan Active Warehouse Management - (MAWM) Support Engineer

We are seeking an experienced Manhattan Active Warehouse Management (MAWM) Support Engineer to support and
stabilize recently productionized Distribution Centers operating on Manhattan Active Warehouse Management. The role will
provide application support, incident management, defect triage, production monitoring, business user support, integration
troubleshooting, SCI reporting support, and coordination with Manhattan and cross-functional teams to ensure seamless
warehouse operations.

The ideal candidate should bring strong MAWM production support expertise, deep warehouse operations knowledge,
hands-on experience with Manhattan Integration Framework (MIF), SCI reporting capabilities, and experience supporting
integrations with ERP, OMS, TMS, WCS/MHE automation platforms. Experience with warehouse robotics solutions such as
Brightpick and willingness to travel for onsite support activities are highly desirable.

Key Responsibilities
Production Support and Incident Management:
• Provide L2/L3 production support for Manhattan Active Warehouse Management.
• Monitor production environments and ensure system availability and performance.
• Analyze, troubleshoot, and resolve application incidents within agreed SLAs.
• Manage Sev1, Sev2, and business-critical incidents through closure.
• Participate in war-room calls and provide timely stakeholder updates.
• Perform root cause analysis (RCA) and drive permanent corrective actions.

Functional and Operational Support:
• Support inbound, outbound, inventory, replenishment, wave planning, and labor-related warehouse processes.
• Support inventory adjustments, cycle count reconciliation, condition code management, and inventory control processes.
• Analyze and resolve inventory discrepancies across bins and License Plate Numbers (LPNs).
• Manage inventory status transitions including serviceable, damaged, hold, quality, and recall-locked inventory.
• Understand how condition codes segment inventory by physical or disposition state, and how adjustments record quantity
or status corrections.
• Work closely with DC operations teams to troubleshoot warehouse execution and inventory issues impacting distribution
center operations.
• Validate configuration changes and support release deployments.

Integration and Technical Support:
• Support integrations between MAWM and enterprise applications including ERP, OMS, TMS, WCS, MHE automation, and
robotics solutions.
• Hands-on experience with Manhattan Integration Framework (MIF), including monitoring inbound/outbound transactions,
interface queues, and integration logs.
• Analyze MIF inbound and outbound logs and troubleshoot interface failures based on transaction/message-level findings.
• Review logs, API transactions, message queues, and system alerts.
• Coordinate with Manhattan Support, product teams, infrastructure teams, integration partners, and automation teams as
needed.

Continuous Improvement:
• Identify recurring operational issues and drive stabilization initiatives.
• Build knowledge articles, support playbooks, SOPs, and runbooks.
• Recommend process improvements to improve warehouse productivity and reduce support dependency.
• Participate in cutover, hypercare, and future DC rollout activities.

Reporting and Analytics:
Manhattan SCI (Supply Chain Intelligence)
• Hands-on experience creating and supporting ad-hoc SCI reports and dashboards.
• Monitor inventory flow, order processing, shipment execution, and fulfillment accuracy.
• Evaluate warehouse labor utilization, distribution efficiency, and operational KPI trends.
• Track system health, report performance, and long-running reports to prevent software performance issues.
• Identify reporting bottlenecks and support stakeholders with timely operational insights.