Production Support Lead WMS

Production Support Lead

Warehouse Management System (WMS)

Own the stability, performance, and resilience of the systems that keep the warehouse moving — and lead the response when it matters most.

Experience - 8+ years

Domain - Warehouse Management (Infios\Korber)

Core technology - SQL / PL SQL

Location – Kochi / Bangalore

The role
We're looking for a Production Support Lead to take end-to-end ownership of our Warehouse Management System and the integrations around it. You'll keep fulfilment operations running reliably day to day, lead the response to critical incidents, and work shoulder to shoulder with business and technology teams to turn operational problems into lasting solutions. Deep SQL and PL/SQL skills sit at the centre of the role, backed by the judgement and communication to lead under pressure — including through peak trading.

What you'll do

• Lead day-to-day production support for the WMS and connected systems, keeping availability and performance high against agreed SLAs.
• Take command of critical incidents — coordinate the response, drive fast resolution, and keep stakeholders clearly informed from first alert to closure.
• Investigate and resolve complex issues hands-on with SQL and PL/SQL: query analysis, performance tuning, data correction, root-cause analysis and defect fixes.
• Create automated reports
• Work along with SRE team to ensure the right alerting and monitoring exists for the warehouse systems for different touch points
• Understand the system changes as and when they come live, ensure the team understands the same as well
• Partner with business stakeholders, vendors, and engineering teams to understand operational needs and deliver practical solutions.
• Run problem management and post-incident reviews, tracking corrective actions through to closure so the same issue doesn't return.
• Keep a close watch on system health through monitoring and alerting, spotting risks before they reach the operation.
• Support peak-readiness: capacity and performance reviews, SQL tuning, and preventative maintenance ahead of high-volume periods.
• Set the standard for the support team through runbooks, on-call practices, and knowledge sharing.

What you'll bring

• 8+ years in production or application support, including time leading support for a business-critical system.
• Strong, hands-on SQL and PL/SQL — complex queries, stored procedures, performance tuning, and troubleshooting in live environments.
• Proven experience supporting a Warehouse Management System or a comparable supply-chain / logistics platform.
• Excellent stakeholder management — you can translate between technical detail and business impact for any audience.
• Sharp analytical and problem-solving instincts, with a bias toward durable solutions over quick fixes.
• Comfort working to SLAs in a 24×7 or on-call support model.

Nice to have

• Experience with monitoring and observability tooling (for example, Datadog) and alerting.
• Exposure to integration platforms (Boomi), and enterprise retail or supply-chain landscapes.
• Familiarity with ITIL practices across incident, problem, and change management.
• Experience supporting high-volume peak trading in retail or e-commerce.

How you work

• Calm incident leadership
• Clear communication
• Ownership to closure
• Continuous improvement
• Collaboration across teams

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