Managed Services IT Lead – Infios
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Job Description
Managed Services IT Lead supporting Infios WMS environments for supply chain consultancy Bricz. Resolving complex MPO/NPOS issues, integrations, customizations, and escalations.
Responsibilities:
- Own L2/L3/L4-level technical support for Infios (MPO/NPOS) environments
- Maintain deep knowledge of the MPO/NPOS data model and client workflow mappings
- Troubleshoot Infios integrations with ERP, WCS, and other systems
- Diagnose and resolve issues involving client-specific customizations
- Prioritize support for Version 14 cloud-native/microservices environments while supporting Version 13
- Query, diagnose, and validate data issues using SQL/SQL Server
- Lead and mentor supporting consultants across support tiers
- Own onboarding and ramp-up for new client environments
- Manage support tickets, SLAs, and escalations
- Communicate root causes and resolution plans to client stakeholders
- Partner with delivery and staffing leadership on coverage and knowledge-transfer plans
Requirements:
- Principal-level hands-on Infios/MPO experience required
- Strong SQL/SQL Server skills
- Deep understanding of the MPO/NPOS data model, relationships, and integration points
- Proven ability to troubleshoot integrations and client-specific customizations
- Familiarity with client warehouse workflows and business processes mapped to platform configuration
- Version 14 cloud-native/microservices experience strongly preferred
- Comfort operating at L2/L3/L4 support tiers and mentoring less senior consultants
- Experience managing support tickets, SLAs, and escalations in a client-facing environment
- Strong communication skills for explaining complex platform issues
- Ability to ramp efficiently into new client environments
- Experience supporting both Infios Version 13 and Version 14 environments preferred
- Experience with ERP and WCS/WES integrations preferred
- Experience across L2, L3, and L4 support staffing models preferred
- Comfort with blended onshore/offshore delivery models preferred
- Experience with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk preferred
- Legally authorized to work in the United States without current or future employer sponsorship
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