If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Job Summary
We are seeking an experienced and highly technical Manager, Product Development to lead a team of software engineers responsible for customer-reported defect resolution, AI-driven issue triage, service reliability, and continuous improvement across a modern microservices platform. This leader will drive engineering excellence, accelerate issue resolution through AI-enabled workflows, and ensure delivery of high-quality, scalable, and resilient cloud services.
The ideal candidate combines strong people leadership with deep technical expertise in distributed systems, cloud-native architectures, AI-assisted engineering practices, and customer-centric product development.
What a Day in The Life Looks Like:
Customer Defect Management & Quality Excellence
- Own end-to-end resolution of customer-reported defects, escalations, and critical production issues.
- Establish processes for rapid triage, root cause identification, resolution, and prevention of recurring issues.
- Drive customer obsession across the engineering organization by prioritizing customer-impacting bugs and service health improvements.
- Lead post-incident reviews and implement corrective actions to improve platform stability and customer experience.
AI-Driven Triage & Engineering Efficiency
- Leverage AI technologies to automate defect classification, prioritization, routing, and root cause analysis.
- Implement AI-assisted development practices, including code reviews, test generation, troubleshooting, and engineering productivity solutions.
- Partner with Data Science and AI teams to improve predictive analytics, anomaly detection, and intelligent incident management.
- Champion responsible adoption of Generative AI tools across the software development lifecycle.
Microservices & Platform Engineering
- Lead development and operations of large-scale cloud-native microservices.
- Drive architectural decisions focused on scalability, reliability, maintainability, and performance.
- Ensure implementation of best practices for API design, distributed systems, observability, and resilience engineering.
- Collaborate with cross-functional teams to deliver highly available and secure services.
Technical Leadership
- Provide technical direction, architecture guidance, and mentorship for engineering teams.
- Balance tactical defect resolution with long-term platform modernization efforts.
- Drive engineering metrics including quality, reliability, customer satisfaction, and developer productivity.
- Foster a culture of continuous improvement, innovation, accountability, and operational excellence.
People Management
- Recruit, retain, and develop top engineering talent.
- Conduct performance management, career planning, coaching, and mentoring.
- Build inclusive, collaborative, and high-performing teams.
- Partner with Product Management, Customer Support, and Program Management to align engineering priorities.
What You Bring to the Team:
- Bachelor's or Master's degree in Computer Science, Engineering, or related field.
- 8+ years of software engineering experience with 3+ years of people management experience.
- Experience leading teams responsible for customer-facing products and production services.
- Strong expertise in microservices architecture, distributed systems, and cloud platforms (Azure, AWS, or GCP).
- Proven experience managing production incidents, customer escalations, and defect remediation.
- Knowledge of AI/ML technologies and practical application of AI in engineering workflows.
- Experience with DevOps, CI/CD, monitoring, observability, and Site Reliability Engineering (SRE) practices.
- Strong communication, stakeholder management, and problem-solving skills.
Preferred Qualifications
- Experience with Generative AI, Large Language Models (LLMs), and AI-assisted software development tools.
- Familiarity with Kubernetes, containers, service meshes, and event-driven architectures.
- Experience building intelligent triage, support automation, or operational excellence platforms.
- Exposure to enterprise-scale SaaS products and global customer environments.
- Experience leveraging telemetry, analytics, and AI insights to improve service quality.
Success Metrics
- Reduction in customer-reported defects and incident recurrence.
- Improved Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
- Increased adoption of AI-powered engineering and support workflows.
- Enhanced service availability, reliability, and customer satisfaction.
- Improved engineering productivity and delivery predictability.
Why join us?
At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.
We believe the future is better when supply chains work better.
We are an equal-opportunity employer and committed to inclusion in the workplace.
At Infios, we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected]
Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.
Skills Required
- Bachelor's degree in Engineering, Computer Science, Information Technology, or related field
- 6+ years experience supporting OMS platforms (Infosys OMS, Manhattan, IBM Sterling, Blue Yonder, or similar)
- 3+ years experience leading support or operations teams in a global delivery environment
- Strong understanding of order lifecycle, fulfillment, inventory, and returns processes
- Experience with production support, batch processing, and real-time integrations
- Working knowledge of APIs, middleware, and event-driven architectures
- Experience with ITSM tools such as ServiceNow, Jira, or Remedy
- Monitoring tools experience with Splunk, Dynatrace, Grafana, or similar platforms
- Experience with AI tools such as Claude, Kiro, CoPilot or ChatGPT
- Familiarity with cloud platforms such as AWS, Azure, or GCP
- Strong leadership, stakeholder management, incident management, and communication skills
- Ability to work in rotational support models and collaborate across global time zones
- ITIL certification
- Retail, eCommerce, or omnichannel domain experience
- Experience transitioning customers from implementation/project delivery into steady-state support
- Exposure to follow-the-sun operational support models
What We Do
We relentlessly make supply chains better. For everyone. No matter your business size. Whatever your goal. No matter the challenge. No matter your starting point. We will meet you where you are to create the future you need. With a portfolio of adaptable solutions, we empower businesses of all sizes to simplify operations, optimize efficiency and drive measurable impact. Infios serves more than 5,000 customers across 70 countries, delivering adaptable and innovative technologies that evolve with changing business needs.
