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

Job Title

Senior Consultant – OMS Track

Location

[Hyderabad]

Experience

7–10 Years

Employment Type

Full-Time

Job Summary

We are seeking a Senior Consultant (Operate + Lead) – OMS Track with strong experience in Order Management Systems (OMS) operations, production support, and team leadership. The role involves providing Level 2 production support for OMS platforms, managing order lifecycle processes, ensuring system stability, and leading operational activities across integrated systems.

The ideal candidate will have deep expertise in OMS operations, including order orchestration, fulfillment, and integrations with upstream and downstream systems, along with strong experience in incident management, monitoring, and operational reporting. This role also requires close coordination with L1/L3 teams to ensure seamless order processing 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 incidents related to order capture, orchestration, fulfillment, and returns.
• Perform log analysis, order flow tracing, and root cause identification for failed or stuck orders.
• Handle issues related to order creation, sourcing, inventory allocation, shipment, and status updates.
• Escalate complex OMS issues to L3 or engineering teams when required.

Operations Leadership

• Lead daily OMS operational support activities and guide L1/L2 teams.
• Act as the primary point of contact during major incidents impacting order processing.
• Ensure SLA adherence for order processing, incident resolution, and system uptime.
• Manage shift planning, team coordination, and operational readiness.

Monitoring & OMS Operations

• Monitor OMS system health, order pipelines, and integration touchpoints.
• Track order flows across systems (OMS, WMS, payment, shipping).
• Monitor batch jobs, schedulers, and order orchestration workflows.
• Respond to alerts and ensure high availability of order processing systems.

Incident & Problem Management

• Participate in major incident management calls and lead resolution efforts.
• Conduct RCA for order failures, delays, and integration issues.
• Implement preventive measures to avoid recurring OMS issues.
• Maintain runbooks, SOPs, and troubleshooting guides for OMS operations.

Collaboration

• Work closely with development, infrastructure, and integration teams.
• Coordinate with L1 teams for triage and L3 teams for defect fixes.
• Collaborate with business and supply chain teams for order-related issues.
• Provide clear communication on incidents, outages, and operational updates.

Reporting & Governance

• Prepare and publish operational reports (daily/weekly/monthly).
• Track KPIs such as order success rate, SLA adherence, incident trends, and resolution time.
• Analyze order processing performance and provide actionable insights.
• Support governance reviews and operational audits.

Continuous Improvement

• Identify automation opportunities in OMS operations and monitoring.
• Improve alerting, observability, and order tracking mechanisms.
• Drive process improvements and operational excellence initiatives.
• Contribute to knowledge management and best practices for OMS support.

Required Skills

• Strong experience in OMS L2 Production/Application Support
• Hands-on experience in order lifecycle management and orchestration
• Strong troubleshooting skills in distributed and integrated systems
• Experience in incident, problem, and change management
• Knowledge of monitoring and ticketing tools (ServiceNow, Jira, etc.)
• Experience in SQL, log analysis, and debugging order flows
• Strong understanding of integrations (OMS ↔ WMS ↔ Payment ↔ Logistics)
• Excellent communication and stakeholder management skills

Preferred Skills

• Experience with OMS platforms like IBM Sterling Order Management or SAP Order Management
• Familiarity with cloud platforms (Azure/AWS/GCP)
• Basic scripting/automation (Shell, Python, PowerShell)
• Experience in 24/7 support environments
• ITIL framework knowledge
• Exposure to microservices and API-based architecture