Job Title: Production Support Lead - Global Consumer Services

Location: Hyderabad, India

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 integration endpoints, queue depth, latency, and replay/retry behavior; collaborate with middleware and Salesforce teams for performance tuning.

Platform, Integration & Tax Support
Support integrations between legacy apps and external services — notably Avalara tax services — web services, middleware, and database connections.
Troubleshoot and maintain web platform components (IIS, app pools,.NET/Tomcat as applicable), SSL/TLS, load balancers and session behavior.
Coordinate with internal Salesforce architects and external vendors for escalations and larger integration changes.

Database & Batch Job Ownership
Own MSSQL operational tasks: monitoring, tuning, backup/restore verification, SQL Agent jobs, stored procedures, and ETL (SSIS) oversight.
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