Sr Technical Lead (Support & Operations)

Job Summary

To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.

Key Responsibilities

Core Responsibilities

• Install, configure, administer, upgrade, patch, and troubleshoot and other middleware platforms.
• Manage middleware environments across Development, Test, UAT, and Production landscapes.
• Perform middleware capacity management, performance tuning, and health checks.
• Support application deployment, release activities, and environment migrations.
• Analyze and resolve middleware incidents, service requests, and problem tickets.
• Perform root cause analysis and implement preventive measures to improve platform stability.
• Design and implement middleware architecture, high-availability, and disaster recovery solutions.
• Develop as-is and to-be architecture assessments and deployment models for application and middleware environments.
• Collaborate with application, infrastructure, database, network, and security teams to ensure seamless service delivery.

Skill Requirements

Technologies & Technical Skills-

Middleware Platforms:

• Kafka / MuleSoft
• AWS SNS/SQS
• BizTalk
• Kong API Gateway

•  IBM Big Fix
• IBM WebSphere MQ / MQ Series

• Deployment, configuration, patching, upgrades, and migrations.

Operating Systems

• Linux (RHEL, CentOS, Oracle Linux)
• Unix (Solaris, AIX)

Monitoring & ITSM Tools

• Splunk
• BMC Remedy
• ServiceNow
• Enterprise Monitoring Tools

Database Knowledge (Preferred)

• Oracle Database
• Basic SQL and database connectivity troubleshooting

Other Requirements

Support Coverage (24x7)

• Provide 24x7 operational support for middleware platforms to ensure service availability and business continuity.
• Participate in shift rotations, on-call support, major incident management, and disaster recovery activities.
• Support critical production incidents and provide timely resolution within agreed SLA commitments.
• Coordinate with global teams and stakeholders to deliver round-the-clock support coverage.

 

Automation Skills

• Hands-on experience in Shell Scripting, Ansible/ Terraform for infrastructure provisioning, configuration management, and automation.
• Strong scripting skills using PowerShell, Python, or Shell Scripting to automate operational and administrative tasks.
• Experience developing and maintaining automation workflows, reusable playbooks, and Infrastructure-as-Code (IaC) solutions to improve operational efficiency and reduce manual effort.
• Identify and implement automation opportunities to reduce repetitive operational activities and improve service quality.