Company Description
CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create cutting-edge products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.
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 sta

📌 Sr Software Engineer (Hyderabad)
🏢 Mattel
📍 Hyderabad