Lead Analyst, Advanced Technology

GXO Logistics, Inc.; Mumbai; Hybrid; INR 900,000 - 1,600,000; Full time

Job summary

GXO Logistics, Inc. is seeking a Lead Analyst, Advanced Technology in Mumbai/Bengaluru to provide Level 2 support for Manhattan Active WMS and warehouse IT infrastructure.

You will ensure system stability, resolve incidents, and support warehouse users in a fast-paced logistics environment. The role requires strong knowledge of WMS, ITSM, and cross-functional collaboration, with a focus on incident management, access control, and release testing.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related discipline preferred.
• 3+ years of experience in WMS/Application Support or IT service/support environments.
• Experience in logistics, warehousing, or supply chain operations is preferred.

Responsibilities

• Provide Level 2 support for Manhattan Active WMS incidents, service requests, and user access management.
• Troubleshoot issues across receiving, inventory, replenishment, picking, packing, and shipping operations.
• Monitor and support WMS integrations, interfaces, and warehouse process functionality.
• Escalate complex issues to Level 3/4 support teams and vendors as needed.
• Document incidents, root causes, workarounds, and enhancement requirements.
• Support software releases, testing, validation, and change implementations.
• Collaborate with business users, operations teams, project teams, and external vendors.
• Manage incidents and service requests via ServiceNow, Teams, phone, and email.
• Prioritize issues according to business impact and SLA requirements.
• Participate in major incident management and problem management activities.
• Develop and maintain knowledge articles, SOPs, and support documentation.
• Work closely with Infrastructure, Security, Network, and Application teams.

Skills

Manhattan Active WMS

Warehouse knowledge

Incident handling

ITSM knowledge

Windows & MS 365

Access management

Troubleshooting

Stakeholder comms

English fluent

Education

Bachelor's degree in IT/CS/BI or related

Tools

ServiceNow ITSM

Microsoft Teams

Windows 10/11

Job description

Context & Job Purpose

We are seeking a 2nd Line Support Specialist to provide operational, technical, and functional support for Manhattan Active WMS and warehouse IT infrastructure. The role is responsible for maintaining system stability, resolving incidents, supporting warehouse users, and ensuring seamless warehouse operations in a fast-paced logistics environment.

Job Title

Lead Analyst, Advanced Technology

Office location

Mumbai & Bengaluru /Hybrid

Job Type

Permanent

Context & Job Purpose

We are seeking a 2nd Line Support Specialist to provide operational, technical, and functional support for Manhattan Active WMS and warehouse IT infrastructure. The role is responsible for maintaining system stability, resolving incidents, supporting warehouse users, and ensuring seamless warehouse operations in a fast-paced logistics environment.

Key Responsibilities

Manhattan Active WMS Support

• Provide Level 2 support for Manhattan Active WMS incidents, service requests, and user access management.
• Troubleshoot issues across receiving, inventory, replenishment, picking, packing, and shipping operations.
• Monitor and support WMS integrations, interfaces, and warehouse process functionality.
• Escalate complex issues to Level 3/4 support teams and vendors as needed.
• Document incidents, root causes, workarounds, and enhancement requirements.
• Support software releases, testing, validation, and change implementations.
• Collaborate with business users, operations teams, project teams, and external vendors.

Application & IT Support

• Manage incidents and service requests via ServiceNow, Microsoft Teams, phone, and email.
• Prioritize issues according to business impact and SLA requirements.
• Participate in major incident management, root cause analysis, and problem management activities.
• Develop and maintain knowledge articles, SOPs, and support documentation.
• Work closely with Infrastructure, Security, Network, and Application teams.
• Contribute to service improvement initiatives and operational reporting

Key Skills & Competencies

• Manhattan Active WMS or equivalent Warehouse Management System (WMS)
• Warehouse and logistics process knowledge
• Incident and service request management
• ServiceNow or similar ITSM platform
• Microsoft Windows and Microsoft 365
• User access and permission management
• Troubleshooting and root cause analysis
• Strong stakeholder communication skills
• Fluent English communication

Nice-to-Have Skills

• Basic SQL knowledge
• Log analysis and troubleshooting
• API, system integration, and interface support experience
• RF scanners, printers, handheld devices, and warehouse hardware support
• German language proficiency
• Exposure to release management and testing activities

Key Competencies

• Analytical thinking and problem-solving
• Customer-focused approach
• Ability to work under pressure in a 24x7 operational environment
• Strong prioritization and multitasking capability
• Team collaboration and independent working style
• Attention to detail and process discipline
• Continuous improvement mindset

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline preferred.

Experience

• 3+ years of experience in:
• WMS/Application Support
• Key User or Super User roles
• IT Service Desk / Application Support environments
• Experience supporting logistics, warehousing, or supply chain operations preferred.
• Prior Level 1 or Level 2 support experience is advantageous.
• Candidates with strong warehouse operations knowledge and technical aptitude will also be considered