Manhattan Active Omni-Channel Support Specialist

This role is for one of the Weekday's clients

Min Experience: 6+ years

Location: India
JobType: full-time

We are looking for an experienced Manhattan Active Omni-Channel Support Specialist to join our technology and retail operations team. The ideal candidate will have extensive experience supporting and maintaining Manhattan Active Omni (MAO) and Manhattan Order Management System (OMS) platforms in enterprise retail environments. You will play a key role in ensuring the stability, performance, and availability of mission-critical omni-channel applications that power order fulfillment, inventory visibility, store operations, and customer experiences.

As a support specialist, you will be responsible for troubleshooting production issues, monitoring system health, resolving incidents, performing root cause analysis, and collaborating with cross-functional teams to ensure seamless business operations. You should possess strong analytical skills, excellent problem-solving abilities, and a customer-focused mindset while working in a fast-paced production support environment.

This role requires hands-on expertise in Manhattan Active Omni applications, experience supporting distributed retail systems, and the ability to manage critical production incidents with minimal business disruption.

• Provide L2/L3 production support for Manhattan Active Omni (MAO) and Manhattan Order Management System (OMS) applications.
• Monitor application performance, system health, and batch jobs to proactively identify and resolve issues.
• Investigate production incidents, perform root cause analysis, and implement permanent solutions to prevent recurring problems.
• Support order lifecycle management, inventory synchronization, fulfillment workflows, returns, exchanges, and store operations.
• Coordinate with business users, development teams, infrastructure teams, and third-party vendors to resolve complex application issues.
• Analyze application logs, system alerts, and transaction failures to ensure timely issue resolution.
• Manage service requests, incident tickets, change requests, and production deployments while adhering to SLA commitments.
• Support application upgrades, patches, configuration changes, and release activities.
• Validate system functionality after deployments and coordinate post-release production support.
• Prepare technical documentation, operational runbooks, knowledge articles, and troubleshooting guides.
• Participate in on-call support rotations for critical production environments.
• Ensure high application availability, system reliability, and optimal platform performance.
• Collaborate with QA and development teams to reproduce production defects and verify fixes before deployment.
• Identify opportunities for process automation and continuous improvement within support operations.

• Strong hands-on experience with Manhattan Active Omni (MAO).
• Extensive knowledge of Manhattan Order Management System (OMS).
• Experience supporting omni-channel retail applications in production environments.
• Strong understanding of order orchestration, inventory management, fulfillment, returns, and store operations.
• Experience with incident management, problem management, and change management processes.
• Ability to analyze logs, troubleshoot application issues, and perform root cause analysis.
• Experience supporting REST APIs, integrations, and middleware components.
• Familiarity with Linux/Unix environments and command-line operations.
• Knowledge of production monitoring tools and application support best practices.
• Strong communication and stakeholder management skills.

• Advanced SQL for data analysis, troubleshooting, and production issue investigation.
• Experience with cloud-based enterprise applications and SaaS platforms.
• Knowledge of retail ERP, warehouse management systems (WMS), and supply chain processes.
• Exposure to monitoring tools such as Splunk, Dynatrace, AppDynamics, or similar platforms.
• Experience with scripting using Shell, Python, or PowerShell for operational automation.
• Familiarity with CI/CD pipelines, DevOps practices, and release management.
• Understanding of Agile and ITIL methodologies.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 6–14 years of experience supporting enterprise retail applications.
• Experience working with global retail organizations and high-volume transaction environments.
• Relevant Manhattan Associates certifications are an added advantage.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple production issues while maintaining service quality.
• Excellent verbal and written communication skills with the ability to collaborate across technical and business teams.

• Deep expertise in Manhattan Active Omni and Manhattan OMS support.
• A proactive approach to incident resolution and system optimization.
• Strong ownership mindset with the ability to work independently in production support environments.
• Excellent collaboration skills to work effectively with cross-functional teams and business stakeholders.
• Passion for delivering reliable, scalable, and high-performing omni-channel retail solutions that enhance customer experience and business operations.