Job Description – AGWMS Production Support Analyst
Position Summary
We are seeking an experienced Production Support Analyst to support and maintain the AGWMS (Automated Global Warehouse Management System) platform. The role will be responsible for application support, incident management, root cause analysis, operational troubleshooting, and business support for warehouse operations.
The ideal candidate should possess a strong combination of technical expertise and warehouse functional knowledge to effectively support business-critical supply chain operations.
AGWMS consists of:
Oracle PL/SQL backend
Delphi front-end application (preferred but not mandatory)
SQR reporting and label printing
Unix/Linux shell scripts and daemon jobs
Warehouse operational interfaces and integrations
Key Responsibilities
Production & Application Support
Provide L2/L3 production support for AGWMS applications.
Investigate and resolve production incidents and operational issues.
Perform root cause analysis and implement corrective actions.
Monitor batch jobs, interfaces, and daemon processes.
Support warehouse operations during business-critical incidents and escalations.
Coordinate with business users, infrastructure teams, and vendors.
Oracle PL/SQL development and code fixes
AGWMS custom program, interface, report, and label enhancements
Unix shell script and daemon job modifications
Testing, deployment, and performance improvements
Functional Warehouse Support
Support daily warehouse operations and troubleshoot process-related issues.
Analyze inventory discrepancies, shipment issues, receiving exceptions, and order processing problems.
Work closely with warehouse supervisors and business SMEs to resolve operational issues.
Understand and support warehouse execution processes and business workflows.
Provide guidance on system functionality and operational best practices.
Oracle & Technical Support
Troubleshoot Oracle PL/SQL packages, procedures, functions, and triggers.
Perform data analysis and support data correction activities.
Investigate interface failures and integration issues.
Support deployment and release activities.
Troubleshoot Unix shell scripts and daemon jobs.
Continuous Improvement
Identify recurring issues and recommend permanent solutions.
Support operational improvement initiatives and system enhancements.
Contribute to process automation and support efficiency improvements.
Functional Knowledge Required
Strong understanding of warehouse management and supply chain processes, including:
Inventory Management
Inventory adjustments
Cycle counting
Inventory reconciliation
Inventory transfers
Inbound Operations
ASN processing
Receiving
Putaway
Quality holds
Outbound Operations
Order management
Picking
Packing
Shipping
Manifest processing
Warehouse Operations
Replenishment
Slotting concepts
Label printing
RF device operations
Exception management
Integrations
ERP to WMS interfaces
Shipment and carrier integrations
Inventory synchronization processes
Required Technical Skills
Strong Oracle SQL and PL/SQL experience
Oracle database troubleshooting and support
Unix/Linux shell scripting
Batch job monitoring and support
Incident management and production support experience
Data analysis and troubleshooting skills
Preferred Skills
Delphi application support experience (preferred but not mandatory)
SQR reporting and label generation experience
Warehouse Management System (WMS) support experience
ServiceNow or similar ticketing tools
Supply Chain or Logistics domain experience
Qualifications
Qualifications
Bachelor's degree in Computer Science, Information Systems, Supply Chain, or related field.
6+ years of application production support experience.
5+ years of Oracle PL/SQL development/support experience.
Experience supporting warehouse, logistics, or supply chain applications.
Key Success Factors
Strong technical troubleshooting skills.
Strong understanding of warehouse business processes.
Ability to bridge technical and operational teams.
Excellent communication and stakeholder management.
Ability to support business-critical warehouse operations in a fast-paced environment.
Technology Stack
Oracle Database
Oracle PL/SQL
Delphi (Optional)
SQR Reporting & Label Printing
Unix/Linux Shell Scripting
Warehouse Management Systems
ServiceNow
Skills Required
- Bachelor's degree in Computer Science, Information Systems, Supply Chain, or related field.
- 6+ years of application production support experience.
- 5+ years of Oracle PL/SQL development/support experience.
- Strong Oracle SQL and PL/SQL experience.
- Oracle database troubleshooting and support.
- Unix/Linux shell scripting experience.
- Batch job monitoring and support.
- Incident management and production support experience.
- Data analysis and troubleshooting skills.
- Experience supporting warehouse, logistics, or supply chain applications.
- Delphi application support experience.
- SQR reporting and label generation experience.
- Warehouse Management System (WMS) support experience.
- ServiceNow or similar ticketing tool experience.
- Supply Chain or Logistics domain experience.
Mattel Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mattel and has not been reviewed or approved by Mattel.
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Leave & Time Off Breadth — Leave & Time Off Breadth: Unlimited paid time off for many salaried roles, generous holiday schedules, and flexibility programs are highlighted across company materials. Practices like half‑day Fridays or end‑of‑year breaks appear in some areas, though specifics vary by team and location.
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Healthcare Strength — Healthcare Strength: Comprehensive medical, dental, vision, and disability coverage is paired with an Employee Assistance Program, mindfulness tools, and on‑site fitness centers at key locations. Recent updates add a company‑paid at‑home cancer‑screening program for those enrolled in medical plans.
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Parental & Family Support — Parental & Family Support: Paid leave for new parents, phase‑back‑to‑work options, and global fertility and family‑building resources are emphasized. Select campuses offer on‑site childcare, and adoption assistance and caregiver support are included.
Mattel Insights
What We Do
We are a purpose driven company with a mission to create innovative products and experiences that inspire, entertain, and develop children through play. We treat play as if the future depends on it — because it does. Play is our language, and we speak to our consumers authentically by representing the world as they see and imagine it. Mattel is a leading global toy company and owner of one of the strongest catalogs of children’s and family entertainment franchises in the world. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Monster High and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming and digital experiences, music, and live events. We operate in more than 35 locations and our products are sold in more than 150 countries in collaboration with the world’s leading retail and ecommerce companies. Mattel is recognized for the second year in a row as a Great Place to Work™ and as one of Fast Company’s Best Workplaces for Innovators in 2022.
