Job Description:

Job Description

• Lead the L2 Application Support team responsible for enterprise IBM Integration platforms and services, ensuring high availability, stability, and reliable day-to-day operations.
• Provide technical leadership and hands-on support for IBM App Connect Enterprise (ACE), IBM Integration Bus (IIB), and IBM DataPower environments.
• Manage and resolve complex application support and integration incidents, service requests, and production issues within defined SLAs and operational standards.
• Lead the troubleshooting, root cause analysis, and resolution of critical integration issues across APIs, message flows, interfaces, queues, and connected applications.
• Provide expertise in IBM Integration technologies, including ACE, IIB, DataPower, message flows, MQ integration, APIs, and enterprise integration patterns.
• Monitor integration platforms and proactively identify performance, availability, capacity, and connectivity issues to minimize business impact and service disruption.
• Coordinate with application development, infrastructure, middleware, database, network, security, and vendor teams to resolve complex production incidents and integration failures.
• Act as the technical escalation point for L2 support issues and provide guidance to support engineers in troubleshooting and resolving complex incidents.
• Lead incident, problem, and change management activities in accordance with ITIL and enterprise application support processes.
• Perform detailed root cause analysis (RCA) for recurring and critical incidents and drive permanent corrective actions to improve platform stability.
• Ensure effective management of production deployments, configuration changes, certificates, connectivity, and integration components while adhering to change and release management procedures.
• Establish and maintain application support processes, operational procedures, monitoring standards, support documentation, and knowledge repositories.
• Work closely with business stakeholders and technical teams to understand production issues, communicate service impact, and provide timely status updates and resolutions.
• Identify opportunities for automation, monitoring improvements, operational efficiency, and reduction of recurring incidents across the IBM Integration landscape.
• Mentor and develop L2 support engineers, conduct knowledge-sharing sessions, and build a strong IBM Integration support capability within the team.
• Ensure compliance with enterprise security, governance, audit, availability, and operational standards for IBM integration platforms.
• Support capacity planning, platform upgrades, environment management, and continuous improvement initiatives for the IBM Integration estate.

Required Experience & Skills

• 12+ years of overall IT experience, with significant experience in IBM Integration and application support.
• Strong experience leading L2 Application Support teams in enterprise production environments.
• Hands-on expertise in IBM App Connect Enterprise (ACE) and IBM Integration Bus (IIB).
• Strong knowledge and experience with IBM DataPower for API management, security, routing, transformation, and integration.
• Strong troubleshooting experience across integration flows, APIs, message queues, connectivity, and middleware components.
• Experience with production support, incident management, problem management, change management, and SLA management.
• Proven ability to lead technical teams, manage escalations, coordinate across multiple technology teams, and communicate effectively with business stakeholders.
• Strong analytical, problem-solving, leadership, and stakeholder-management skills.
• Experience in banking/financial services or other large enterprise environments is highly desirable.

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