Support Delivery Lead

Job Summary:

We’re looking for a Support Delivery Lead responsible for overseeing the end-to-end support, maintenance, and delivery of our enterprise integration platforms. This individual will lead a team of support engineers and support leads, ensuring the all platform's stability, performance, and availability. The ideal candidate is a strategic thinker with a strong technical background in integration technologies, excellent leadership skills, and a passion for customer service and continuous improvement. This role requires a hands-on leader who can balance technical expertise with effective team management and stakeholder communication.

• Lead, mentor, and manage a team of integration support engineers and leads, fostering a culture of collaboration, accountability, and professional growth.

• Define team goals, key performance indicators (KPIs), and service level agreements (SLAs), and ensure the team meets or exceeds them.

• Conduct regular performance reviews, provide constructive feedback, and identify training and development opportunities for team members.

• Manage team schedules, on-call rotations, and resource allocation to ensure 24/7/365 coverage for critical systems.

• Drive a continuous improvement mindset within the team, encouraging proactive problem-solving and root cause analysis.

• Act as the primary point of escalation for complex technical issues related to the integration platforms (e.g., Azure Integration Services, SAP BTP IS, EDI, SFTP, Solace etc.).

• Oversee the incident, problem, and change management processes for the integration platforms, ensuring timely resolution and clear communication.

• Ensure all integration services are monitored effectively and proactively identify and address potential performance bottlenecks or stability risks.

• Develop and maintain a robust knowledge base, runbooks, and standard operating procedures (SOPs) for the support team.

• Manage the platform's health, including patching, upgrades, and capacity planning, in collaboration with the engineering and infrastructure teams.

• Serve as the key liaison between the integration support team and other IT and business units (e.g., Integration Delivery, Integration Architectures, Product management, business analysts).

• Provide regular updates on platform performance, incident trends, and support delivery metrics to senior management and key stakeholders.

• Collaborate with project teams to ensure new integrations are designed for supportability and a smooth transition to production.

• Manage the delivery of support-related projects and initiatives, such as platform upgrades, automation projects, or new monitoring tool implementations.

• Effectively communicate technical information to both technical and non-technical audiences.

• Analyze support trends and recurring issues to identify root causes and drive long-term solutions.

• Champion the adoption of best practices in ITIL, DevOps, and SRE (Site Reliability Engineering) to improve the efficiency and effectiveness of the support team.

• Evaluate and recommend new tools and technologies to enhance the platform's supportability, monitoring, and automation capabilities.

• Develop and implement a strategy for platform resilience, disaster recovery, and business continuity.