Senior Application Support Lead with expertise in supporting enterprise retail and omnichannel commerce platforms, including IBM Sterling OMS, cloud-native microservices, Direct Sales, FRApp, Subscription Services, and Rx/Pharmacy applications. Responsible for ensuring high availability, performance, and operational stability of business-critical applications supporting order management, inventory visibility, fulfillment, delivery, subscriptions, and prescription services. Collaborates with business stakeholders, development teams, infrastructure teams, and vendors to drive incident resolution, production support, continuous improvements, and seamless customer experiences across digital and store channels.

Key Responsibilities

- Lead L2/L3 production support for IBM Sterling OMS, Direct Sales, FRApp, Subscription, Rx, and related enterprise retail applications.
- Support end-to-end order lifecycle processes, including order capture, inventory management, sourcing, fulfillment, delivery, returns, refunds, subscriptions, and prescription fulfillment.
- Monitor and support cloud-native microservices, APIs, event-driven integrations, and distributed systems running on AWS, Azure, OpenShift, and Kubernetes platforms.
- Troubleshoot application, integration, and data issues using observability tools such as Dynatrace and ServiceNow to ensure rapid incident resolution.




- Drive Major Incident Management, Root Cause Analysis (RCA), problem management, and preventive actions to improve platform stability and reduce recurring issues.
- Coordinate production releases, deployments, change management activities, and post-release validations across multiple applications and services.
- Partner with business, architecture, development, infrastructure, and vendor teams to support business initiatives and deliver operational excellence.
- Develop automation, monitoring, and self-service capabilities to improve support efficiency, reduce manual effort, and enhance system reliability.
- Maintain operational documentation, support runbooks, knowledge articles, and executive-facing service metrics and KPI reports.
- Mentor offshore support teams and provide technical leadership across OMS, fulfillment, microservices, subscription, pharmacy, and custom retail application ecosystems.
- Ensure adherence to SLAs, compliance standards, and ITIL-based support processes while maintaining a high level of customer satisfaction.

Pay: $60.00-$65.00 per hour

Expected hours: 40.0 per week

Experience:

- Lead L2/L3 production support for IBM Sterling OMS: 7 years (preferred)
- Direct Sales, FRApp, Subscription, Rx,: 5 years (preferred)

Work Location: Remote

📌 Senior Application Support Lead& (Canada)
🏢 SSI
📍 Canada