CREATIVITY IS OUR SUPERPOWER. It's our heritage and it's also our future. Because we don't just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Title Blue Yonder (BY) WMS Production Support Analyst

Location Hyderabad, India

Job Summary

We are seeking an experienced Blue Yonder (BY) Warehouse Management System (WMS) Production Support Analyst to provide L2/L3 support for warehouse operations supporting DTC (Parcel) and B2B fulfillment environments.

This role is responsible for monitoring, troubleshooting, and resolving WMS production issues, ensuring smooth warehouse operations, maintaining integrations with OMS, ERP, TMS, and carrier systems, and supporting continuous improvement initiatives. The candidate will collaborate closely with warehouse operations, IT teams, and onshore stakeholders to ensure system stability and operational excellence.

The role requires strong expertise in BY WMS architecture, MOCA queries, SQL troubleshooting, integrations, and order fulfillment workflows.

Key Responsibilities

Production Support & Incident Management

Provide Level 2 / Level 3 production support for BY WMS environments.
Monitor WMS production jobs, interfaces, and health systems.
Troubleshoot and resolve issues impacting warehouse operations, order processing, and shipping workflows.
Investigate production incidents and perform root cause analysis (RCA).
Coordinate with infrastructure, integration, and business teams to restore service quickly.
Manage track incidents, service requests, and problem tickets in Jira/ServiceNow.

BY WMS Functional Support

Support core WMS processes including

Order allocation and wave planning
Picking and packing operations
Shipping and manifesting
Parcel and LTL shipment processing
Inventory movements and adjustments
ASN processing and order confirmations

Troubleshoot issues impacting DTC (parcel) and B2B fulfillment flows.

Integration Monitoring & Troubleshooting

Monitor and support integrations between BY WMS and OMS, ERP, TMS, and carrier systems.
Investigate and resolve issues related to

API integrations
EDI transactions
message queues
file-based interfaces

Validate inbound and outbound payloads and resolve data inconsistencies.
Work with external systems such as Centiro, FedEx, UPS, DHL integrations.

Technical Troubleshooting

Analyze issues using

MOCA queries
SQL queries
application logs
integration logs

Support minor configuration fixes and data corrections in production.
Assist development teams with issue replication and debugging.
Support hotfix deployments when required.

Release & Deployment Support

Participate in release validation and production deployments.
Validate system health after releases.
Support SIT/UAT defect validation and production readiness checks.
Maintain release documentation and rollback plans.

Reporting & Label Support

Troubleshoot issues with shipping labels and reporting tools.
Support Jasper reports and Nice Label / BY Label Designer configurations.
Assist operations teams with report validation and troubleshooting.

Operational Monitoring & Continuous Improvement

Monitor daily warehouse operational metrics.
Identify recurring issues and recommend system improvements.
Create knowledge base documentation and runbooks.
Drive automation and monitor improvements.

Required Qualifications

Bachelor's degree in computer science, Information Systems, Supply Chain, or related field
5+ years of experience in Blue Yonder / JDA WMS
Strong knowledge of warehouse operations and fulfillment processes
Hands-on experience with

MOCA queries
SQL troubleshooting
BY WMS configurations

Experience supporting DTC parcel and B2B warehouse operations
Experience with API / EDI integrations
Experience with incident management and production support processes

Preferred Qualifications

Experience supporting carrier integrations (FedEx, UPS, DHL)
Familiarity with TMS platforms such as Centiro
Exposure to BY Labor Management or Yard Management
Experience in Omni-channel fulfillment environments
Knowledge of ITIL Production Support Processes
Blue Yonder certifications

Key Competencies

Strong troubleshooting and analytical skills
Ability to handle high-priority production incidents
Strong communication with operations and IT teams
Ability to work in global support model (overlap with US EST)
Ownership mindset with focus on operational stability and continuous improvement

Don't meet every single requirement At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors

We collaborate Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
We innovate At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
We execute We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are

Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world's leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel's award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https //jobs.mattel.com/ and www.instagram.com/MattelCareers .

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

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Analyst IT - WMS Support