Job Description
Job Title: Production Support Lead - Global Consumer Services
Location: Hyderabad, India
Job Summary: We are seeking an experienced Production Support Lead to own day-to-day production operations for Mattel’s Legacy CRM and retail web applications, the middleware layers that connect them, and integrations to Salesforce Service Cloud and other enterprise services. This role leads to incident and problem management, runbook/DR ownership, and will supervise and deliver small application enhancements and fixes. The ideal candidate combines hands-on troubleshooting skills for legacy stacks (PowerBuilder + Avalara tax integration, MSSQL, IIS/Windows), deep understanding of middleware/ESB-based integrations, and practical experience with Salesforce Service Cloud integration patterns, vendor coordination, and disciplined release/change processes.
Key Responsibilities:
Production Support & Incident Management
Lead L2/L3 production incident response. Triage, RCA, and drive timely resolution to meet SLAs.
Own the incident lifecycle: detection, escalation, mitigation,



communication, and post-incident review.
Operate shift/rotation schedules and provide on-call leadership when required.
Application Maintenance, Small Enhancements & Integration Changes
Supervise, scope and deliver small enhancements and bug fixes for legacy apps and associated integration flows; prioritize work with business stakeholders and BA team.
Approve and oversee code/configuration changes, including PowerBuilder fixes, SQL scripts, middleware mappings, and Salesforce integration configurations; ensure deployments follow change control and rollback procedures.
Provide technical guidance and review for integration changes (mapping, transformations, error handling, and retry logic).
Middleware & Integrations
Own and troubleshoot middleware/ESB layers, API gateways and integration runtimes that connect legacy systems to Salesforce Service Cloud and other enterprise services.
Monitor integratio

📌 Sr Software Engineer Consumer Services Hyderabad
🏢 Mattel
📍 Hyderabad