Role and Responsibilities

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 solid 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.

Key Responsibilities:

1. Leadership & Team Management:

- 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.

2. Platform Support & Operations:

- 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.

3. Stakeholder & Delivery Management:

- 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.

4. Strategic & Process Improvement:

- 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.

Requirements

Required Qualifications:

- Bachelor’s degree in Computer Science, IT, or related field.

- Minimum 15 years in IT, including 5 years in integration/middleware team leadership.

- Strong background in enterprise integration and platform support.

- Excellent interpersonal, leadership, and problem-solving skills.

- Ability to communicate with both technical and business stakeholders.

Preferred Skills/Certifications:

- Certifications: ITIL, SRE, or other relevant credentials.

- Tools Exposure: Splunk, Dynatrace, Datadog, ELK Stack.

- Experience working in global support environments.

- Familiarity with DevOps and SRE practices.

📌 Support Delivery Lead (Haryana)
🏢 TalentXplore
📍 Haryana