IBM Integration L2 Application Support Leader

DXC Technology

Key Responsibilities:

• Lead and manage L2 application support activities for integration platforms.
• Provide expert support for IBM integration technologies, including ACE (App Connect Enterprise), DataPower, and IIB (IBM Integration Bus).
• Monitor system performance, troubleshoot issues, and ensure high availability of applications.
• Act as the primary escalation point for complex incidents and coordinate resolution with cross-functional teams.
• Drive root cause analysis (RCA) and implement preventive measures to avoid recurring issues.
• Ensure adherence to SLAs, KPIs, and incident management processes.
• Collaborate with development, infrastructure, and business teams to enhance system performance and reliability.
• Lead and mentor a team of support engineers, fostering knowledge sharing and continuous learning.
• Maintain documentation, runbooks, and operational procedures.
• Support deployment activities and ensure smooth transitions from development to production.

Required Skills & Qualifications:

• 12+ years of experience in application support, with a focus on enterprise integration.
• Strong hands-on experience with IBM ACE, DataPower, and IIB.
• Proven leadership experience in managing L2 support teams.
• Solid understanding of integration patterns, APIs, and middleware architecture.
• Experience in incident, problem, and change management processes (ITIL preferred).
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.

Preferred Qualifications:

• ITIL certification or equivalent.
• Experience in banking or financial services environments.
• Familiarity with monitoring tools and automation in support operations.

Soft Skills:

• Leadership and team management
• Problem-solving and decision-making
• Ability to work under pressure
• Strong communication and collaboration skills