Customer Experience and Success Manager (OMS)

The OMS Support Manager (Customer Experience & Customer Success) is responsible for leading Level 2 (L2) support operations for enterprise Order Management Systems (OMS), ensuring high system availability, stability, and performance for global omnichannel commerce operations.

This role drives operational excellence by managing incident resolution, continuous improvement initiatives, and production support activities while collaborating with cross-regional teams and stakeholders. The manager also plays a critical role in supporting customer onboarding and maintaining seamless OMS functionality across multiple geographies and time zones.

What a day in the life looks like:

• Lead L2 OMS support operations from Bangalore, including staffing, shift coordination, and on-call coverage
• Serve as the primary operational escalation point for incidents, problems, and change management activities
• Drive RCA, defect prevention, and proactive operational improvements
• Manage production releases, upgrades, migrations, hotfixes, and patches in coordination with global teams
• Ensure adherence to SLAs, KPIs, and operational metrics
• Build and maintain runbooks, knowledge articles, and operational documentation
• Manage, mentor, and develop OMS support engineers through training and cross-skilling initiatives
• Collaborate with product, architecture, engineering, and delivery teams to improve platform supportability
• Coordinate effectively with customer stakeholders and geographically distributed teams across North America, EMEA, and APAC

What you bring to the team:

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field
• 6+ years of experience supporting OMS platforms such as Infosys OMS, Manhattan, IBM Sterling, Blue Yonder, or similar enterprise commerce solutions
• 3+ years of 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

Preferred:

• 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

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.