jazzhr
Managed Services IT Lead – Manhattan Active
Bricz
USA
Full-time
Senior Level
Onsite
Discovered 1 weeks ago
Free
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- Perform root cause analysis on recurring issues across application, integration, and infrastructure layers, and drive permanent fixes, not just workarounds.
- Use Pro-Active to configure, maintain, and troubleshoot extensions on the Manhattan Active platform.
- Troubleshoot integrations between Manhattan Active (MAWM) and client ERP, WCS/WES, MHE, and automation systems.
- Monitor system health and proactively identify issues before they impact operations.
- Support minor enhancements, configuration changes, and patch or upgrade activities.
- Coordinate with Manhattan Associates support and other vendor teams on platform-level issues.
- Maintain and improve support documentation, runbooks, and the team's technical knowledge base.
- Serve as the lead point of contact for L3/L4 Managed Services support across Manhattan ActiveWarehouse, stepping in on L2 issues when needed.
- Own the support ticket queue: triage, prioritize, assign, and drive tickets to resolution within SLA.
- Lead and mentor a team of support analysts and consultants, providing technical guidance and escalation coverage.
- Manage escalations from client stakeholders and internal team members, keeping communication clear and timely.
- Track and report on SLAs, ticket volume, resolution times, and other support KPIs.
- Participate in on-call rotation and lead incident management for critical, production-impacting issues.
- Partner with implementation teams on new site go-lives and the transition from project to support.
- 2-3+ years of hands-on, deep technical support experience with Manhattan ActiveWarehouse, including configuration, data, and integration layers.
- Experience with Pro-Active for configuring and troubleshooting extensions on the Manhattan Active platform.
- Strong SQL skills and comfort querying and troubleshooting production data directly.
- Proven ability to perform root cause analysis, not just triage, across application, integration, and infrastructure layers.
- Comfort with APIs, EDI, and system-to-system integrations, including ERP, WCS/WES, carriers, and automation/MHE.
- Comfort operating at L3/L4 support tiers, with the platform depth to step in and cover L2 issues when needed.
- Familiarity with warehouse business processes as they map to platform configuration.
- 8+ years of overall IT support or managed services experience, with some lead-level ownership of a support function.
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