> Markdown version of [/jobs/ext/1979352-managed-services-it-lead-infios-principal](https://www.wearedevelopers.com/jobs/ext/1979352-managed-services-it-lead-infios-principal). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Managed Services IT Lead - Infios (Principal) - **Company:** Direct Digital Management, LLC - **Location:** Atlanta, GA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, Cloud Engineering, System Configuration, Microsoft SQL Server, Standard Sql, SQL Databases, Zendesk, Servicenow, Microservices - **Published:** August 7, 2026 - **Apply:** https://www.careerjet.com/jobad/us07d82fc73100b1feea17d7bbf41ec64f ## About the Role * 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., * 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 ## Description 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., * 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [LLMOps-driven fine-tuning, evaluation, and inference with NVIDIA NIM & NeMo Microservices](https://www.wearedevelopers.com/videos/1582-llmops-driven-fine-tuning-evaluation-and-inference-with-nvidia-nim-nemo-microservices) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Effective Machine Learning - Managing Complexity with MLOps](https://www.wearedevelopers.com/videos/185-effective-machine-learning-managing-complexity-with-mlops) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Everything a Developer Needs to Know About MCP with Neo4j](https://www.wearedevelopers.com/magazine/604-everything-a-developer-needs-to-know-about-mcp-with-neo4j) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Should Tech Managers Be Developers First? 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