Job ID: 956
Role Overview
The Senior Analyst Manhattan Active (RUN Support) is a critical technical role designed for a seasoned supply chain professional with over a decade of experience in the industry. This position is specifically focused on the post-implementation phase, known as RUN support, for the Manhattan Active Cloud platform. As organizations transition from legacy on-premise systems to cloud-native solutions, the need for high-level L3 production support has become paramount. This role is not an implementation or development position; rather, it is a specialized support role dedicated to maintaining the stability, performance, and reliability of live, business-critical WMS and OMS environments in a high-pressure retail or supply chain setting.
Key Responsibilities
- Provide expert-level L3 production support for Manhattan Active Cloud (WMS / OMS), serving as the primary point of escalation for complex technical issues that cannot be resolved by lower-tier support teams.
- Manage the full lifecycle of Incidents, Problems, and Service Requests, adhering strictly to ITIL frameworks to ensure minimal disruption to business operations.
- Perform comprehensive Root Cause Analysis (RCA) for all major incidents, identifying underlying system flaws and implementing permanent fixes or architectural improvements.
- Collaborate closely with client stakeholders and internal technical teams to meet and exceed Service Level Agreement (SLA) commitments in a 24/7 operational environment.
- Oversee and support system patches, version upgrades, and performance tuning initiatives to keep the Manhattan Active Cloud environment optimized.
- Troubleshoot complex data issues and system bugs using advanced SQL queries, API monitoring tools, and integration logs.
- Develop and maintain a robust library of support documentation, including technical runbooks, knowledge base articles, and standard operating procedures (SOPs).
- Participate in an on-call rotation to provide critical support for production outages and high-priority business events.
- Work directly with Manhattan Associates’ support and engineering teams to resolve platform-level issues and influence future product enhancements.
Technical Requirements and Qualifications
- A minimum of 10 years of professional experience in IT analysis, supply chain systems, or production support.
- Mandatory Requirement: At least 2 years of direct, hands-on experience with the Manhattan Active Cloud version. Candidates with only legacy WMOS or on-premise Manhattan experience will not be considered.
- Proven expertise in RUN / Post-Go-Live Production Support for enterprise-scale applications.
- Strong technical proficiency in SQL for data extraction and troubleshooting, as well as experience with REST/SOAP APIs and system integration patterns.
- Deep understanding of ITIL processes, particularly Incident, Problem, and Change Management.
- Excellent communication skills, with the ability to translate complex technical issues into business-friendly language for executive stakeholders.
- Ability to work onsite in Manhattan, NY, on a full-time basis.
About the Environment
The successful candidate will join a dynamic team of experts dedicated to supporting one of the most advanced supply chain platforms in the world. Manhattan Active Cloud is a versionless, cloud-native solution that requires a shift in mindset from traditional software maintenance. This role offers the opportunity to work at the forefront of digital transformation in the retail and logistics sectors, ensuring that global supply chains remain resilient and efficient. The environment is fast-paced and requires a proactive individual who can anticipate potential system failures and mitigate risks before they impact the customer experience. If you are a Manhattan Active expert looking to apply your skills in a high-stakes production environment, this is the ideal opportunity for you.
Special Requirements
Mandatory 2+ years Manhattan Active Cloud experience. Legacy WMOS/Manhattan experience only is an automatic rejection. Onsite only in Manhattan, NY. This is a RUN/Production Support role, not an implementation role.
Compensation & Location
Salary: $170,000 – $230,000 per year (Estimated)
Location: Manhattan, NY
Recruiter / Company – Contact Information
Recruiter / Employer: Brightsol
Email: shubham1@brightsol.ai
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