Sr Application Support Engineer

Senior Application Support Engineer (US-O)

DHL Supply Chain has an immediate need for a Manhattan WMi Senior Application Support Engineer.
The applicant must have experience with Manhattan WMi, iseries/AS400, RPG, CLP.

This is a work-from-home/hybrid position working 5 days per week with core hours between 8:00 AM and 5:00 PM. The position participates in a structured on-call rotation to support 24x7 operations. On-call duties are shared across the team and may require coverage during evenings, weekends, and holidays.

Responsibilities during on-call include responding to high-priority production incidents, coordinating resolution efforts, and ensuring service restoration within defined SLAs. As part of an AI-focused team, this role is also expected to actively contribute to the continuous improvement of support processes through automation, knowledge optimisation, and the adoption of innovative tools and practices.

The primary purpose of this role is the implementation of software applications and the support, administration, and maintenance of existing software applications. Provides documentation and training for existing applications when required. Participates and has the ability to provide leadership for disaster recovery exercises. Performs application development tasks when needed for root cause resolution while keeping within established development standards. Collaborates with senior support analysts and developers, and mentors junior staff as needed.

Attends status meetings and/or regularly communicates progress against support activities.

• Resolve production support issues in a timely manner, including during non-business hours.
• Participate in 24/7 on-call support responsibilities including maintenance windows and disaster recovery drills.
• Analyze and provide technical support for moderate to complex application support issues.
• Work with software vendors and developers to resolve highly complex application issues.
• Perform troubleshooting, debugging and testing of application software.
• Configure and install software and code in accordance with change-management policies and procedures.
• Upgrade and migrate existing applications to new versions and new infrastructure.
• Install software patches and ensure best practices are used for software patching.
• Analyze support issues to identify repeat issues and proactive measures to prevent reoccurrences.
• Develop and install appropriate proactive solutions for the prevention of reoccurring issues.
• Proactively suggest ways of improving system stability, availability, performance, and reliability.
• Ensure the continuity of the business processes supported by one or many applications/services.
• Communicate effectively with application users to relay incident and problem progress and propose creative solutions as necessary.
• Communicate effectively with manager, peers, and internal customers to relay status of work and raise challenges, concerns, questions, and issues as necessary.
• Collaborate with developers to help author standard process and support related documents.
  
  Understand database architecture, distributed infrastructure and various network technologies to support robust and scalable solutions for the organization.
• Conduct issue review meetings with appropriate resources.
• Establish priorities and execute to achieve results.
• Create software release notes, support documents, and user documentation.
• Perform simple to moderate application development tasks as needed and conform to the relevant application development policies and procedures.

• Bachelor’s Degree in a relevant field or 5+ years of IT experience, required.
• Experience with iSeries/AS400 or similar tools, required.
• Experience supporting Manhattan WMi or similar WMS platforms, required.
• Proficiency in SQL, incident management platforms (e.g., Service Now), and cloud-native architecture, required.
• Familiarity with RESTful APIs, JSON, OAuth, and scripting (Python, Power Shell, Bash), preferred.
• Relevant certifications (ITIL, Oracle, IBM, Microsoft), preferred.

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement.

Our Organization is an equal opportunity employer.