Description
Job DescriptionLead 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 & Skills12+ 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.