Job Title: Consultant | Order Management and Inventory | Bengaluru | Technology Strategy & Transformation
Job Title
Consultant (Operations) – MAO Track
Location
[Bangalore]
Experience
5–7 Years
Employment Type
Full-Time
Job Summary
We are looking for a Consultant (Operations) – MAO Track with experience in supporting enterprise applications and operational environments. The role involves providing Level 2 production support, monitoring application health, troubleshooting operational issues, and ensuring service stability.
The candidate will work closely with L1 support teams, L3 engineering teams, and infrastructure teams to resolve incidents efficiently and maintain high service availability, including support for Order Management System (OMS)/MAO order lifecycle processes.
Key Responsibilities
L2 Production Support
• Provide Level 2 operational support for enterprise applications and services.
• Investigate and resolve production incidents, service requests, and operational alerts.
• Perform technical troubleshooting and log analysis to identify root causes.
• Support MAO/OMS transactions such as order capture, sourcing, fulfilment, and status updates.
• Escalate complex issues to L3 support or engineering teams when required.
Monitoring & Operations
• Monitor application performance, system alerts, and operational dashboards.
• Respond to alerts and ensure system availability and service continuity.
• Monitor order flows, orchestration, and inventory updates within MAO/OMS systems.
• Support batch monitoring, scheduled jobs, and routine operational tasks.
Incident & Service Management
• Manage incident, problem, and service request tickets in accordance with SLAs.
• Participate in incident calls and coordinate with relevant teams for resolution.
• Handle order processing issues, delays, or failures in MAO workflows.
• Document incident resolution steps and troubleshooting procedures.
Collaboration
• Work closely with L1 support teams for issue triage and escalation.
• Coordinate with development, infrastructure, and platform teams for defect resolution.
• Collaborate with OMS/MAO functional and business teams for order-related issues.
• Maintain knowledge base documentation and operational runbooks.
Required Skills
• Experience in L2 Production / Application Support
• Strong troubleshooting and issue analysis skills
• Experience with monitoring and ticketing tools (ServiceNow, Jira, Remedy, etc.)
• Understanding of incident and problem management processes
• Ability to work in 24/7 support environments if required
• Basic understanding of OMS/MAO concepts and order lifecycle processes
• Good communication and collaboration skills
Preferred Skills
• Exposure to cloud platforms (Azure/AWS/GCP)
• Basic knowledge of scripting or automation (Shell, Python, PowerShell)
• Familiarity with ITIL-based service management practices
• Experience supporting enterprise applications in production environments
• Exposure to Manhattan Active Omni (MAO) or similar OMS platforms is a plus