Managed Services IT Lead – Infios (Principal)

Remote

Full Time

Experienced

Managed Services IT Lead – Infios (Principal)

ABOUT BRICZ

Founded in 2013 and headquartered in Atlanta, GA, Bricz is a supply chain solutions firm built on a solution architect's mindset: we design before we build, validate before we deploy, and stay engaged long after go-live. Our Managed Services team keeps Infios WMS environments running at their best long after go-live, combining platform depth with the operational fluency to resolve issues fast and prevent the next one. Our consultants come from inside the industry, and we measure our success the same way our clients do: by whether the client actually won. We're growing our Managed Services bench to support an expanding portfolio of Infios support engagements, spanning established Version 13 environments and newer, cloud-native Version 14 deployments.

OUR CULTURE

We're a small business with big goals, and we operate that way. Every idea is welcome here, as long as it comes with a plan for execution and a clear return. We move at the speed of our clients' businesses, which means loose requirements and mid-project pivots are the norm, not the exception, and we get things done anyway.
People and relationships come first, inside our team and with our clients. We're entrepreneurial and collaborative: we take ownership, work across boundaries, and step in where we're needed rather than waiting to be asked. We're proactive in our work and in how we communicate, surfacing issues and ideas before anyone has to ask.
If you have the right mindset to grow and learn with us, you can help build this business, not just work in it.

ROLE OVERVIEW

We are looking for a technically deep Managed Services IT Lead to own support for our Infios client base. This is a hands-on technical role first, and it requires Principal-level platform depth: mastery of the MPO/NPOS data model, integrations, and the client-specific customizations that make every Infios environment its own. Leadership and client-facing skills matter too, since you'll set the technical standard for the support team and represent Bricz to clients, but the bar for this role starts with technical depth.
This role is not entry-level. Because Infios support is inherently complex, with every client running unique workflows, integrations, and customizations, we're looking for someone who can ramp into a new environment quickly and be trusted to operate independently at L2/L3/L4 support tiers.

KEY RESPONSIBILITIES

Own L2/L3/L4-level technical support for Infios (MPO/NPOS) environments, resolving issues that require deep platform knowledge, not just first-line triage.
Maintain deep working knowledge of the MPO/NPOS data model, including its relationships and integration points, and how it maps to each client's warehouse and business workflows.
Troubleshoot integrations between Infios and client ERP, WCS, and other systems.
Diagnose and resolve issues rooted in client-specific customizations, treating each client's environment as its own configuration.
Prioritize support for Version 14 (cloud-native, microservices) environments as our client base migrates, while maintaining strong support for Version 13 where needed.
Use strong SQL/SQL Server skills to query, diagnose, and validate data issues directly.
Lead and mentor supporting consultants across the support tier structure, providing escalation coverage and technical guidance.
Own onboarding and ramp-up for new client environments, including the workflows, integrations, and customizations specific to that client.
Manage support tickets, SLAs, and escalations, and communicate root cause and resolution plans clearly to client stakeholders.
Partner with delivery and staffing leadership on the right coverage and knowledge-transfer plan for each new engagement.

REQUIRED EXPERIENCE

TECHNICAL EXPERTISE (PRIMARY)

Principal-level hands-on Infios/MPO experience required. This is a Principal-level role, the minimum level needed to handle L2/L3/L4 support independently.
Strong SQL/SQL Server skills.
Deep understanding of the MPO/NPOS data model, including its relationships and integration points.
Proven ability to troubleshoot integrations and client-specific customizations.
Familiarity with client warehouse workflows and business processes as they map to platform configuration.
Version 14 experience, including cloud-native/microservices architecture, strongly preferred; our newest and highest-priority clients are on v14.

LEADERSHIP & CLIENT-FACING (SECONDARY, STILL REQUIRED)

Comfort operating at L2/L3/L4 support tiers, including mentoring less senior consultants (Sr. Consultant level).
Experience managing support tickets, SLAs, and escalations in a client-facing environment.
Strong communication skills, with the ability to translate complex platform issues into clear guidance for clients and internal teams.
Ability to ramp into a new client's environment efficiently. Expect roughly three weeks minimum to fully onboard to a client's workflows, integrations, and customizations, and every client is different.

PREFERRED EXPERIENCE

Experience supporting both Version 13 and Version 14 Infios environments.
Experience with ERP and WCS/WES integrations.
Prior experience operating across an L2 (Sr. Consultant), L3 (Principal), and L4 (Architect) support staffing model.
Comfort working in blended onshore/offshore delivery models.
Experience with ITSM tools such as ServiceNow, Jira Service Management, or Zendesk.

KEY SKILLS

SQL / SQL Server
MPO/NPOS data model expertise
Integration troubleshooting
Client customization diagnostics
Version 14 cloud-native architecture
Support leadership and mentoring
SLA and escalation management
Client communication

SUCCESS MEASURES

Success in this role means client environments, especially our Version 14 accounts, stay stable, issues get resolved at the root rather than patched over, and new engagements ramp up efficiently despite each client's unique configuration. The Managed Services IT Lead should bring deep technical credibility first, with the leadership and communication skills to back it up.

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