Managed Services IT Lead – Infios (Principal)

Bricz•, (Multiple States)

About The Position

Bricz is seeking a technically deep Managed Services IT Lead to own support for their Infios client base. This is a hands-on technical role requiring Principal-level platform depth, including mastery of the MPO/NPOS data model, integrations, and client-specific customizations. Leadership and client-facing skills are also important, as the role involves setting the technical standard for the support team and representing Bricz to clients. The role is not entry-level and requires the ability to quickly ramp into new environments and operate independently at L2/L3/L4 support tiers due to the complexity of unique client workflows, integrations, and customizations.

Requirements

Principal-level hands-on Infios/MPO experience required.
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.
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.

Nice To Haves

Version 14 experience, including cloud-native/microservices architecture, strongly preferred.
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.

Responsibilities

Own L2/L3/L4-level technical support for Infios (MPO/NPOS) environments, resolving issues that require deep platform knowledge.
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 while maintaining strong support for Version 13.
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.