WMS Production Support Engineer

Job Summary

This role is responsible for monitoring, troubleshooting, and resolving WMS production issues, ensuring smooth warehouse operations, maintaining integrations with OMS, ERP, TMS, and carrier systems, and supporting continuous improvement initiatives.

The candidate will collaborate closely with warehouse operations, IT teams, and onshore stakeholders to ensure system stability and operational excellence.

The role requires strong expertise in BY WMS architecture, MOCA queries, SQL troubleshooting, integrations, and order fulfillment workflows.

Responsibilities Production Support Incident Management

• Provide Level 2 / Level 3 production support for BY WMS environments
• Monitor WMS production jobs, interfaces, and health systems
• Troubleshoot and resolve issues impacting warehouse operations, order processing, and shipping workflows
• Investigate production incidents and perform root cause analysis (RCA)
• Coordinate with infrastructure, integration, and business teams to restore service quickly
• Manage track incidents, service requests, and problem tickets in Jira/ServiceNow

BY WMS Functional Support

• Order allocation and wave planning
• Picking and packing operations
• Shipping and manifesting
• Parcel and LTL shipment processing
• Inventory movements and adjustments
• ASN processing and order confirmations

Integration Monitoring Troubleshooting

• Monitor and support integrations between BY WMS and OMS, ERP, TMS, and carrier systems

Investigate and resolve issues related to

• API integrations
• EDI transactions
• Message queues
• File-based interfaces
• Validate inbound and outbound payloads and resolve data inconsistencies
• Work with external systems such as Centiro, FedEx, UPS, DHL integrations

Technical Troubleshooting

• MOCA queries
• SQL queries
• Application logs
• Integration logs
• Support minor configuration fixes and data corrections in production
• Assist development teams with issue replication and debugging
• Support hotfix deployments when required

Release Deployment Support

• Participate in release validation and production deployments
• Validate system health after releases
• Support SIT/UAT defect validation and production readiness checks
• Maintain release documentation and rollback plans

Reporting Label Support

• Troubleshoot issues with shipping labels and reporting tools
• Support Jasper reports and Nice Label / BY Label Designer configurations
• Assist operations teams with report validation and troubleshooting

Operational Monitoring Continuous Improvement

• Monitor daily warehouse operational metrics
• Identify recurring issues and recommend system improvements
• Create knowledge base documentation and runbooks
• Drive automation and monitor improvements

Requirements

• Bachelors degree in computer science, Information Systems, Supply Chain, or related field
• 3+ years of experience in Blue Yonder / JDA WMS
• Strong knowledge of warehouse operations and fulfillment processes

Hands-on experience with

• SQL troubleshooting
• BY WMS configurations
• Experience supporting DTC parcel and B2B warehouse operations
• Experience with API / EDI integrations
• Experience with incident management and production support processes

Key Competencies

• Strong troubleshooting and analytical skills
• Ability to handle high-priority production incidents
• Strong communication with operations and IT teams
• Ability to work in global support model (overlap with US EST)
• Ownership mindset with focus on operational stability and continuous improvement