128 jobs for "Team Lead - Technical Support"

WHO YOU'LL WORK WITH

The Global Supply Chain Technology Team enables the warehouse systems, integrations, reporting, and operational capabilities that support Converse distribution across North America and the Converse European Logistics Centerin Belgium.The team partners with Distribution Center Operations, Supply Chain and Logistics, SAP and integration teams, infrastructure providers, enterprise technology, and external solution partners to deliver reliable warehouse capabilities. The team supports Manhattan WMi (IBMi Platform), Manhattan SCI (IBM Cognos) reporting, inventory synchronization, fulfillment, shipping, returns, value-added services, warehouse automation, and connected suppy chain integrations. The team is strengthening internal support capability, operational resilience, documentation, and continuous improvement across these business-critical platforms.

WHO WE ARE LOOKING FOR

The Senior Warehouse Management Systems (WMS) Engineer is a Bangalore-based, hybrid, hands-on senior individual contributor responsible for supporting, maintaining, configuring, and enhancing warehouse management capabilities across North America Distribution Centers and Converse ELC in Belgium. Working under the direction of the WMS Lead, this role provides advanced L2/L3 technical support for Manhattan WMi (IBMi Platform) and related applications. The engineer independently diagnoses production issues, implements approved configuration and reporting changes, supports integrations and deployments, and contributes technical analysis and recommendations to the Lead and broader solution teams. The role focuses on reliable execution and deep technical support. Accountability for technology strategy, solution ownership, roadmap decisions, cross-team governance, and overall delivery leadership remains with the WMS Lead or Technology Manager.

WHAT YOU'LL WORK ON

• Provide L3 technical support for Manhattan WMi (IBMi Platform) and related supply chain applications, following established support and escalation processes.

• Troubleshoot complex incidents affecting receiving, putaway, inventory management, replenishment, wave planning, picking, packing, shipping, returns, and value-added services.

• Analyze system logs, IBM i job logs, database records, interface messages, batch jobs, and transaction history to identify faults and restore service.

• Perform root-cause analysis for assigned incidents, document findings, and implement approved corrective and preventive actions in partnership with the WMS Lead.

• Use approved AI and automation capabilities to improve incident troubleshooting, technical analysis, documentation, testing, and operational support while adhering to enterprise security and responsible AI standards.

• Work with L1/L2 support, business teams, integration teams, infrastructure teams, vendors, and software providers to resolve assigned incidents and service requests.

• Participate in the on-call support rotation and provide escalation support during critical operational events, peak periods, planned changes, and major deployments.

• Configure, test, document, and implement approved Manhattan WMi (IBMi Platform) enhancements and operational process changes.

• Support requirement clarification and provide technical input, effort estimates, constraints, and impact findings to the WMS Lead and solution owners.

• Execute impact assessments for assigned changes and raise risks, dependencies, or design concerns for Lead review and decision.

• Support warehouse initiatives, customer or process onboarding, automation changes, and omnichannel capabilities

through configuration, testing, deployment, and hypercare activities.

• Maintain WMS configuration records, technical documentation, process flows, support runbooks, troubleshooting guides, and knowledge articles.

• Monitor and support integrations between WMS, SAP, order management, transportation systems, automation platforms, carrier solutions, and reporting services.

• Investigate interface failures, inventory synchronization issues, transaction errors, data mismatches, and batch- processing exceptions, escalating design or ownership decisions when needed.

• Perform operational validation and data reconciliation to help protect inventory accuracy and process continuity across connected systems.

• Work with integration and infrastructure specialists on assigned reliability, monitoring, performance, and recovery improvements.

• Support Manhattan SCI (IBM Cognos) reporting capabilities used by warehouse operations.

• Create, modify, validate, and troubleshoot approved operational reports, queries, and data extracts.

• Investigate reporting discrepancies and data-quality issues and document the identified cause and resolution.

• Work with stakeholders and the WMS Lead to clarify reporting needs and translate approved requirements into reliable reports.

• Participate in process reviews, requirements sessions, technical walkthroughs, and solution design discussions as the WMi subject-matter expert.

• Prepare and execute SIT and UAT support, deployment checklists, production validation, go-live support, hypercare, and stabilization activities.

• Provide technical guidance to L1/L2 support analysts and share knowledge that improves first-contact diagnosis and resolution.

• Create and maintain vendor support cases, provide required diagnostic evidence, track progress, and escalate blockers through the WMS Lead.

• Contribute technical findings and improvement recommendations to incident reviews, problem management, service improvement, and modernization initiatives.

Role Requirements

• Deep hands-on experience supporting Manhattan WMi (IBMi Platform) in a large-scale distribution environment.

• Strong L2/L3 application support expertise, including incident triage, technical diagnosis, production recovery, root- cause analysis, and problem management.

• Working knowledge of IBM i operations relevant to application support, such as job logs, job queues, output queues, scheduled jobs, libraries, files, and batch processing.

• Explore future opportunities to responsibly apply AI and intelligent automation to improve WMS reliability, proactive issue detection, operational efficiency, and warehouse decision-making.

• Strong SQL and database analysis skills for investigating operational issues, validating transactions, and supporting data reconciliation.

• Experience troubleshooting integrations and data synchronization across WMS, SAP, order management, transportation, automation, carrier, and reporting platforms.

• Strong understanding of warehouse processes, including receiving, putaway, inventory management, cycle counting, replenishment, wave planning, picking, packing, shipping, returns, VAS, and omnichannel fulfillment.

• Ability to execute approved technical changes independently while escalating architecture, priority, scope, and risk decisions to the WMS Lead.

• Experience supporting testing, deployment, production validation, hypercare, and operational handover activities.

• Experience working directly with Distribution Center Operations in a high-priority production support environment.

• Clear technical documentation, communication, collaboration, and stakeholder-management skills.

• Ability to manage multiple assigned priorities across regions and time zones while maintaining reliable delivery and support.

• Willingness to participate in an on-call rotation and planned production activities outside standard business hours when required.

• Experience using ServiceNow for incident, problem, change, and service request management within a production support environment.

• Experience using Jira to manage technical work, defects, enhancements, and delivery activities, with Confluence used for technical documentation, runbooks, knowledge articles, and solution documentation.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Supply Chain Technology, Engineering, or a related field, or an equivalent combination of education, experience, and training.

• 6+ years of experience supporting Warehouse Management Systems, including 4+ years of hands-on experience with Manhattan WMi (IBMi Platform).

• Strong working knowledge of the IBM i (IBMi/AS400) platform, including RPG/RPGLE, CL, DB2 for i (SQL), batch processing, job logs, libraries, queues, and application-level troubleshooting in a production support environment.

• Proven experience providing advanced L2/L3 production support for business-critical warehouse or supply chain applications.

• Hands-on experience with Manhattan WMi (IBMi Platform) configuration, IBM i application support, SQL and database troubleshooting, integrations, and batch processing.

• Ability to Read

• Experience with Manhattan SCI (IBM Cognos) report development and support preferred.

• Experience supporting SAP integrations and inventory, order, or fulfillment flows preferred.

• Experience supporting multi-site or global supply chain and logistics operations preferred.

• Exposure to warehouse automation, robotics, sortation, conveyor, WCS, transportation, order management, or carrier platforms preferred.

• Retail, footwear, apparel, consumer products, or omnichannel distribution experience preferred.

• Exposure to Manhattan SCALE, Manhattan Active WM, Databricks, or modern reporting and integration platforms is a plus.

• Hands-on experience with ServiceNow, Jira, and Confluence in an enterprise application support or engineering environment.

• Experience using AI tools and intelligent automation to automate support workflows, improve self-service capabilities, accelerate troubleshooting, and reduce operational dependency on technology support teams is a plus.

About Nike

Size: 10,000+ employees
Industry: Sporting Goods

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