Sr Sterling Engineer

Job Title: Senior Engineer – IBM Sterling OMS Support (Call Center Operations)

Loca􀆟on: Offshore (Remote), India

Experience: 4–8 Years

Shi􀅌 Timings: 6:30 PM IST – 3:30 AM IST (US Shi􀅌)

Job Summary

We are looking for a skilled IBM Sterling OMS Support Engineer with hands-on experience in Sterling Call

Center operations and production support. The role involves handling business requests, troubleshooting order-related issues, and managing incidents through ServiceNow while working closely with L2/L3 and technical teams.

The ideal candidate should have strong functional knowledge of order lifecycle, inventory, and fulfilment processes within IBM Sterling OMS.

Key Responsibilities

 Act as primary support (L1/L2) for order management issues raised via call center or business teams

 Analyze and troubleshoot issues in IBM Sterling Order Management System (OMS)

 Log, track, and manage incidents using ServiceNow

 Inves􀆟gate order-related issues such as:

o Order not scheduled / released o Inventory (ATP) issues o Orders on hold (payment/fraud)

o Shipment or fulfillment delays

 Monitor and analyze order lifecycle (Created → Scheduled → Released → Shipped →

Delivered)

 Check order details, status, holds, and transac􀆟on logs within OMS

 Coordinate with L2/L3, integra􀆟on, and warehouse teams for issue resolu􀆟on

 Perform basic data valida􀆟on and support using SQL/logs where required

 Ensure SLA adherence and 􀆟mely communica􀆟on with stakeholders

 Document recurring issues and provide func􀆟onal insights for improvement

Required Skills

 Strong experience in IBM Sterling OMS Support / Produc􀆟on Support

 Hands-on exposure to:

o Sterling Call Center o Order lifecycle management o Inventory & ATP concepts

 Experience in incident management tools like ServiceNow

 Ability to read and analyze OMS logs, order history, and error messages

 Basic knowledge of:

o SQL (for data valida􀆟on)

o XML (Sterling data format understanding)

 Strong analy􀆟cal and troubleshoo􀆟ng skills

Good to Have (Not Mandatory)

 Exposure to:

o Sterling Store or OrderHub o IBM MQ (basic understanding)

o OMS APIs (getOrderList, changeOrder, etc.)

 Understanding of integra􀆟ons (WMS, payment gateway, ERP systems)

 Prior experience in Retail / eCommerce domain

Key Func􀆟onal Knowledge Required

 Order Management lifecycle and statuses

 Inventory management (ATP, sourcing, nodes)

 Order holds, cancella􀆟ons, and fulfillment flows

 Basic understanding of OMS integra􀆟ons and failure points