Position Overview:

We are looking for a Fulfillment Support Engineer with 4 - 7 years of experience to provide L2 production support for fulfillment and warehouse management systems, including Manhattan WMOS, WCS, MHE integrations, shipping systems, and related interfaces.

The role involves hands-on production support, incident troubleshooting, system monitoring, root cause analysis, and collaboration with application, infrastructure, database, and integration teams to ensure the stability and availability of critical fulfillment systems.

The ideal candidate should have practical experience working with Manhattan WMOS and warehouse execution environments, along with strong troubleshooting and SQL skills.

Exposure to Knapp or other MHE systems and .NET-based applications will be an added advantage.

This role is based in Bangalore and operates in a shift-based environment, requiring flexibility to work evenings, weekends, or rotating shifts as business needs demand.

Key Responsibilities:

Production Support & Incident Management:

- Provide L2 production support for Manhattan WMOS, WCS, MHE integrations, shipping systems, and related fulfillment applications.

- Monitor production systems and proactively identify potential issues using dashboards, alerts, and application logs.

- Investigate and resolve production incidents within defined SLAs.

- Perform root cause analysis (RCA) for recurring and critical production issues.

- Participate in on-call and incident management activities as required.

- Escalate complex issues to relevant application, infrastructure, database, or vendor teams.

- Follow established ITSM and incident management processes.

Application & Technical Troubleshooting:

- Troubleshoot issues related to Manhattan WMOS and warehouse management processes.

- Support integrations between WMOS, WCS, MHE, shipping platforms, and other connected systems.

- Analyze application logs, database queries, interfaces, batch jobs, and system transactions to identify and resolve issues.

- Work with SQL/database queries for production troubleshooting and data validation.

- Support configuration changes, minor enhancements, defect fixes, and production deployments.

- Troubleshoot issues related to warehouse execution and fulfillment workflows.

Warehouse & Fulfillment Operations:

- Develop a strong understanding of warehouse management, inventory, order fulfillment, picking, packing, shipping, and material handling workflows.

- Collaborate with business and warehouse operations teams to understand issues and provide effective technical solutions.

- Identify opportunities to improve system reliability, operational efficiency, and support processes.

- Assist in reducing recurring incidents and manual support activities through automation and process improvements.

Collaboration & Documentation:

- Collaborate with development, SRE, infrastructure, database, integration, and business teams to resolve complex issues.

- Participate in knowledge-sharing and cross-training initiatives.

- Create and maintain SOPs, runbooks, troubleshooting guides, and technical documentation.

- Share knowledge and provide guidance to junior team members when required.

Required Skills & Experience:

- 4 - 7 years of experience in application/production support, warehouse management systems, fulfillment technology, or a related technical environment.

- Hands-on experience with Manhattan WMOS - 2018 or other versions.

- Experience supporting Warehouse Management Systems (WMS) and fulfillment applications.

- Exposure to WCS and MHE integrations.

- Experience with Knapp or other Material Handling Equipment (MHE) systems is preferred.

- Strong production troubleshooting and debugging skills.

- Good knowledge of SQL and database troubleshooting.

- Experience working with system integrations, interfaces, batch processes, and application logs.

- Understanding of ITSM processes and tools such as ServiceNow, ADO, or similar platforms.

- Good understanding of incident, problem, and change management processes.

- Strong analytical and problem-solving abilities.

- Good communication and stakeholder management skills.

Good to Have:

- Exposure to .NET-based applications/services.

- Experience with monitoring, dashboards, and alerting tools.

- Knowledge of shipping, logistics, warehouse, and fulfillment processes.

- Exposure to Agile or DevOps-based support environments.

- Experience with automation or scripting for operational support.

- Experience working with vendor-supported enterprise applications.

Ideal Candidate:

The ideal candidate should be a hands-on production support engineer who can independently troubleshoot issues across WMOS/WCS and warehouse integrations, understand the impact on fulfillment operations, and work collaboratively with different technical teams to restore services quickly.

Candidates with experience in Manhattan WMOS + WCS/MHE + SQL + production support should be prioritized.