KAREEMULLA DADUGALLA

VMS Global Support:

• Managed queue of all incoming VMS support incidents via ServiceNow and support mailbox to ensure timely assignment and resolution.
• Create and set up user accounts in VMS and assign appropriate roles and permissions. Ensure that users have the right access levels to perform specific actions in the application.
• Troubleshot incidents reported by PVH and external vendor users related to VMS, providing quick and effective solutions.
• Monitored incident patterns to identify critical performance issues in the VMS and escalated to relevant teams to ensure rapid resolution.
• Collaborated with Level 3 VMS support, Logility (VMS software vendor), and internal teams (VM, ISS, GTN, IAM) to resolve complex and cross-functional issues.
• Conducted knowledge transfer sessions for new team members, covering VMS modules, common incident types, and standard support procedures for efficient L1 and L2 issue handling.
• Participated in weekly calls with Logility and the Hong Kong VMS team during the latest VMS upgrade; assisted in performance testing and issue tracking.
• Created monthly incident analysis reports to identify recurring issues and contributed to the development of an FAQ document to enhance self-service support.

Infor Nexus Global Support:

• Managed purchase order (PO) tracking, ASN shipment and delivery status.
• Generated analytical and work in progress (WIP) reports, supported PO, sales orders (SO), transfer orders (TO), packing list (PL) and Invoice Issues.
• Provided ongoing user’s technical support.
• Configuring user roles and ensuring users have access to the right modules based on their role in the organization.
• Assisting users in building and customizing reports based on supply chain data (e.g., supplier performance, order tracking, inventory levels).
• Provided training and resources to users on how to use Infor Nexus effectively, especially when it comes to new features or processes.
• Configuring user roles and ensuring users have access to the right modules based on their role in the organization.
• Provided support for user authentication issues, including password resets.
• Monitored and tracking incidents and service requests to ensure timely resolution of issues.

MAO (Manhattan Active Omni) Support:

• Create and set up user accounts in MAO and assign appropriate roles and permissions. Ensure that users have the right access levels to perform specific actions in the application.
• Monitored MuleSoft (DLQ), GCP Queue depth alerts, publishing order status, inventory alert messages, and Tran Log via UI.
• Failed Message Management, Investigate and resolve internal MAO failures using the Manage Failed Messages tool. Identify root causes of failures and ensure successful message processing.
• Investigated order failures in Radial/Store systems and internal MAO failures using the 'Manage Failed Messages' tool.
• Monitoring schedule jobs are currently running and Reposting Sales Posting.
• Create SNOW Incidents for issues (i.e.Radial, SFCC)
• Create and track ServiceNow incidents for issues (i.e. Radial and SFCC).
• Monitored and reporting system stability during peak holiday periods.
• Centric PLM NA Support:
• Create and set up user accounts in Centric NA, assigning appropriate roles and permissions to ensure users have the correct access levels to perform specific actions within the application.
• Troubleshoot incidents and requests reported by PVH and external vendor users related to Centric PLM NA, providing quick and effective solutions.
• Providing ongoing support for end-users, including troubleshooting, answering queries, and resolving issues.
• Pushing styles/season/Size from Centric to ACS systems.