Senior Software Engineer , Product Development

Infios; Bengaluru; On-site; INR 1,200,000 - 1,400,000; Full time

Job summary

Infios is seeking a highly motivated OMS L2 Support Engineer to provide production support for our cloud-native Order Management System (OMS). The ideal candidate will troubleshoot incidents, perform RCA with Engineering, and monitor system health to ensure high availability.

Role requires participation in rotation shifts for global production support and collaboration with cross-functional teams to resolve issues and improve operational excellence.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 3-7 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
• Experience supporting customer-facing SaaS or cloud-native applications is preferred.

Responsibilities

• Provide Level 2 production support for the Order Management System (OMS) product.
• Investigate, troubleshoot, and resolve production incidents within defined SLAs.
• Perform Root Cause Analysis (RCA) for recurring issues and collaborate with Engineering teams for permanent fixes.
• Analyze application logs, API failures, database records, and cloud infrastructure to diagnose issues.
• Monitor production health, identify trends, and proactively prevent incidents.
• Support application deployments, configuration changes, and production releases.
• Work closely with L1 Support, Product Management, Engineering, QA, and Customer Success teams during incident resolution.
• Create and maintain knowledge articles, troubleshooting guides, and operational runbooks.
• Participate in on-call support and rotational shifts, including weekends and holidays as required.
• Drive continuous improvements in operational excellence, automation, monitoring, and alerting.

Skills

Troubleshooting

Incident management

Root Cause Analysis

Collaboration

On-call readiness

Education

Bachelor's degree in Computer Science / IT

Tools

Elasticsearch

Loki

Grafana

REST APIs

Git

Linux/Unix

CLI

JSON

XML

Claude

Kiro

Job description

We are looking for a highly motivated OMS L2 Support Engineer to provide production support for our cloud-native Order Management System (OMS). The ideal candidate will have a strong understanding of OMS processes, excellent troubleshooting skills, and the ability to work collaboratively with Engineering, Product, Customer Success, and Operations teams to ensure high system availability and customer satisfaction.

This role requires participation in a rotational shift schedule to provide global production support.

What a day in the life looks like:

• Provide Level 2 production support for the Order Management System (OMS) product.
• Investigate, troubleshoot, and resolve production incidents within defined SLAs.
• Perform Root Cause Analysis (RCA) for recurring issues and collaborate with Engineering teams for permanent fixes.
• Analyze application logs, API failures, database records, and cloud infrastructure to diagnose issues.
• Monitor production health, identify trends, and proactively prevent incidents.
• Support application deployments, configuration changes, and production releases.
• Work closely with L1 Support, Product Management, Engineering, QA, and Customer Success teams during incident resolution.
• Create and maintain knowledge articles, troubleshooting guides, and operational runbooks.
• Participate in on-call support and rotational shifts, including weekends and holidays as required.
• Drive continuous improvements in operational excellence, automation, monitoring, and alerting.

What you bring to the team:

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 3-7 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
• Experience supporting customer-facing SaaS or cloud-native applications is preferred.

Hands-on experience with most of the following technologies:

• Elasticsearch, Loki, Grafana, REST APIs ,Git ,Linux/Unix, Command Line Interface (CLI)
• JSON and XML and AI Tools (Claude / Kiro etc.)

Functional Knowledge (Preferred)

Experience with one or more of the following supply chain domains:

• Order Management System (OMS)
• Inventory Management
• Distributed Order Management (DOM)
• Order Fulfillment and Order Lifecycle Management

Knowledge of retail or eCommerce order fulfillment processes is highly desirable.

• Strong analytical and troubleshooting skills.
• Ability to debug issues across distributed microservices.
• Experience using observability and monitoring tools such as Grafana, Loki, and CloudWatch.
• Understanding of cloud-native and event-driven architectures.
• Ability to prioritize multiple production issues in a fast-paced environment.
• Familiarity with Incident, Problem, and Change Management processes.
• Experience working in Agile/Scrum environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• 2-6 years of experience in Application Support, Technical Production Support, or L2 Support for enterprise applications.
• Experience supporting customer-facing SaaS or cloud-native applications is preferred.

Work Schedule

• Willingness to work in rotational shifts supporting global customers.
• Participation in an on-call support rotation as required.
• At Infios, we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better.

We believe the future is better when supply chains work better.

• This can only be achieved when we prioritize diversity, equity, and inclusion. It’s better for our people, better for our business, and better for the world.
• That’s why at Infios we cultivate and celebrate our colleagues’ experiences and perspectives, whether they look, think, move, believe, or love differently than us. We are committed to fostering a diverse and inclusive work environment and pride ourselves on being an equal opportunity employer. We encourage people from diverse backgrounds to apply and all qualified applicants will receive equal consideration for employment without regard to gender and identity, age, race, religion, ethnicity, ancestry, sexual orientation or expression, disability, or veteran status.