Job Title:  Analyst | AMS Support & Delivery | Hyderabad | Technology Strategy & Transformation

Job Title

Analyst – OMS Track

Location

[Hyderabad]

Experience

1–3 Years

Employment Type

Full-Time

Job Summary

We are seeking a Consultant – OMS Track with experience in Order Management Systems (OMS) operations and production support. The role involves providing Level 2 support for OMS platforms, ensuring smooth order lifecycle processing, and maintaining system stability across integrated applications.

The ideal candidate will have hands-on experience in OMS operations, including order orchestration, fulfillment flows, and integrations, along with strong troubleshooting, monitoring, and incident management skills. The role requires close collaboration with L1/L3 teams and business stakeholders to ensure efficient issue resolution and adherence to SLAs.

Key Responsibilities

L2 Production Support (OMS)

• Provide Level 2 support for OMS platforms such as IBM Sterling Order Management, SAP Order Management, or similar systems.
• Troubleshoot and resolve production issues related to order capture, orchestration, fulfillment, and returns.
• Perform log analysis, order flow validation, and root cause identification for failed or stuck orders.
• Handle issues related to order creation, sourcing, inventory allocation, shipment, and status updates.
• Escalate unresolved or complex issues to senior team members or L3 teams.

Monitoring & OMS Operations

• Monitor OMS applications, order flows, and integration touchpoints.
• Track transactions across systems (OMS, WMS, payment, logistics).
• Monitor batch jobs, schedulers, and system alerts.
• Ensure timely response to alerts and maintain system availability.

Incident & Problem Management

• Participate in incident resolution and support major incident bridges.
• Perform initial root cause analysis for recurring issues.
• Support resolution of order failures, delays, and data inconsistencies.
• Maintain documentation such as SOPs and troubleshooting steps.

Collaboration

• Work closely with L1 support teams for issue triage and ticket handling.
• Coordinate with L3/development teams for defect resolution.
• Collaborate with business teams for order-related queries and issue resolution.
• Provide timely updates on incidents and service requests.

Reporting & Tracking

• Support preparation of operational reports (daily/weekly).
• Track metrics such as ticket volumes, resolution time, and order success rates.
• Assist in identifying trends and recurring issues.

Continuous Improvement

• Identify opportunities to improve monitoring and operational processes.
• Support automation and efficiency improvement initiatives.
• Contribute to knowledge base and documentation updates.

Required Skills

• Experience in OMS/Application Production Support (L2 preferred)
• Basic understanding of order lifecycle and orchestration
• Strong troubleshooting and analytical skills
• Knowledge of incident and problem management processes
• Experience with ticketing tools (ServiceNow, Jira, etc.)
• Basic SQL and log analysis skills
• Understanding of system integrations (OMS ↔ WMS ↔ Payment ↔ Logistics)
• Good communication and coordination skills

Preferred Skills

• Exposure to OMS platforms like IBM Sterling Order Management or SAP Order Management
• Familiarity with cloud environments (Azure/AWS/GCP)
• Basic scripting knowledge (Shell/Python)
• Experience in support environments (24/7 operations)
• Understanding of ITIL processes
• Exposure to API-based integrations and microservices