Sr Software Engineer - Support Lead

Job Title: IBM Sterling DOM Sr Software Engineer – Supply Chain DTC 

Job Summary 

We are seeking an experienced IBM Sterling DOM Production Support Lead to oversee production support operations for our IBM Sterling Order Management (DOM) platform supporting Direct-to-Consumer (DTC) and omnichannel fulfillment processes. This role will be responsible for ensuring application stability, leading incident resolution efforts, managing support teams, driving operational excellence, and serving as the primary point of contact for business and technology stakeholders. 

The ideal candidate will possess strong IBM Sterling DOM expertise, production support leadership experience, and a proven ability to manage critical business applications in a fast-paced, global environment. 

Key Responsibilities 

Production Support Leadership 

• Lead L2/L3 production support activities for IBM Sterling DOM applications and related integrations. 

• Manage daily support operations, ticket queues, service requests, and incident resolution activities. 

• Ensure adherence to SLAs, operational KPIs, and support processes. 

• Provide leadership and guidance to support analysts and offshore/onshore support teams. 

• Coordinate support coverage, shift planning, and on-call rotations. 

Incident & Problem Management 

• Lead major incident management and drive resolution of critical production issues. 

• Coordinate cross-functional teams including Development, Infrastructure, Middleware, Cloud, and Business Operations. 

• Conduct Root Cause Analysis (RCA) and ensure corrective and preventive actions are implemented. 

• Track recurring issues and drive long-term stabilization initiatives. 

• Escalate risks and service-impacting issues appropriately. 

IBM Sterling DOM & Integration Support 

• Support Sterling DOM modules including Order Capture, Inventory Visibility, Sourcing, Fulfillment, Shipment Processing, and Returns. 

• Oversee troubleshooting of APIs, services, agents, integrations, and order orchestration workflows. 

• Support integrations with ERP, eCommerce, CRM, WMS, YMS, TMS, and third-party logistics systems. 

• Ensure critical order management and fulfillment processes operate efficiently. 

Operational Excellence & Service Delivery 

• Monitor application health, performance, and operational metrics. 

• Drive continuous improvements in monitoring, automation, and support processes. 

• Lead release readiness reviews, deployment support, and post-production validation activities. 

• Ensure compliance with ITIL-based Incident, Problem, Change, and Release Management processes. 

• Develop and maintain support runbooks, knowledge articles, and operational documentation. 

Stakeholder Management 

• Serve as the primary support contact for business and technology stakeholders. 

• Provide regular updates on incidents, service performance, risks, and operational improvements. 

• Facilitate governance meetings, operational reviews, and leadership status reporting. 

• Build strong relationships across global teams and business functions.