Omni-Channel Support Specialist

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Weekday (YC W21)

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

💼 Consulting

👥 HR Tech

☁️ SaaS

Consulting • HR Tech • SaaS

Weekday is a modern recruitment platform that combines AI technologies with a vast database of potential candidates, aiming to streamline the hiring process for companies in India. They offer various services, including a proactive outreach approach that helps employers connect with top talent, as well as tools for candidates to easily apply for jobs. Weekday's emphasis on candidate engagement through multiple channels, including email, WhatsApp, and phone calls, sets it apart in the competitive landscape of recruitment agencies.

📋 Description

• Provide L2/L3 production support for Manhattan Active Omni (MAO) and Manhattan Order Management System (OMS) applications. • Monitor application performance, system health, and batch jobs to proactively identify and resolve issues. • Investigate production incidents, perform root cause analysis, and implement permanent solutions to prevent recurring problems. • Support order lifecycle management, inventory synchronization, fulfillment workflows, returns, exchanges, and store operations. • Coordinate with business users, development teams, infrastructure teams, and third-party vendors to resolve complex application issues. • Analyze application logs, system alerts, and transaction failures to ensure timely issue resolution. • Manage service requests, incident tickets, change requests, and production deployments while adhering to SLA commitments. • Support application upgrades, patches, configuration changes, and release activities. • Validate system functionality after deployments and coordinate post-release production support. • Prepare technical documentation, operational runbooks, knowledge articles, and troubleshooting guides. • Participate in on-call support rotations for critical production environments. • Ensure high application availability, system reliability, and optimal platform performance. • Collaborate with QA and development teams to reproduce production defects and verify fixes before deployment. • Identify opportunities for process automation and continuous improvement within support operations.

🎯 Requirements

• Min Experience: 6+ years • Strong hands-on experience with Manhattan Active Omni (MAO). • Extensive knowledge of Manhattan Order Management System (OMS). • Experience supporting omni-channel retail applications in production environments. • Strong understanding of order orchestration, inventory management, fulfillment, returns, and store operations. • Experience with incident management, problem management, and change management processes. • Ability to analyze logs, troubleshoot application issues, and perform root cause analysis. • Experience supporting REST APIs, integrations, and middleware components. • Familiarity with Linux/Unix environments and command-line operations. • Knowledge of production monitoring tools and application support best practices. • Strong communication and stakeholder management skills. • Advanced SQL for data analysis, troubleshooting, and production issue investigation (Good-to-have). • Experience with cloud-based enterprise applications and SaaS platforms (Good-to-have). • Knowledge of retail ERP, warehouse management systems (WMS), and supply chain processes (Good-to-have). • Exposure to monitoring tools such as Splunk, Dynatrace, AppDynamics, or similar platforms (Good-to-have). • Experience with scripting using Shell, Python, or PowerShell for operational automation (Good-to-have). • Familiarity with CI/CD pipelines, DevOps practices, and release management (Good-to-have). • Understanding of Agile and ITIL methodologies (Good-to-have). • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline (Preferred). • 6–14 years of experience supporting enterprise retail applications (Preferred).