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.
- Troubleshoot performance issues, long-running queries, blocking and resource contention.

Runbooks, DR & Audit

- Prepare responses for audits and BCP/DR reviews; ensure runbooks reflect current architecture and dependencies, including middleware and Salesforce integration diagrams.

Team Leadership & Vendor Management

- Supervise a small production support team and/or coordinate third-party support vendors (middleware/Salesforce integrators); mentor junior engineers.
- Run daily/weekly prioritization and status calls with business analysts, Consumer Affairs, and Product Owners.
- Drive continuous improvement and knowledge transfer; maintain system and integration documentation and runbooks.

Change & Release Management

- Own release readiness for small enhancements, hotfixes and integration deployments: testing, regression checks, deployment coordination, and post-release validation.
- Ensure changes comply with change management and rollback requirements; minimize production disruption

Qualifications :

- Qualifications**:

- Education : Bachelor’s degree in Computer Science, Information Systems, or related field.

- Experience :

- Strong MSSQL (T-SQL, SQL Agent, performance tuning) experience.





- Hands-on experience with integration and tax services — Avalara (or equivalent tax engines) and web service integrations.

- Middleware/ESB experience (MuleSoft, Dell Boomi, IBM MQ, TIBCO, or similar) designing/troubleshooting integration flows, message queues, transformation/mapping logic and retry/compensation patterns.

- Experience with Salesforce Service Cloud integrations — understanding of case/contact synchronization, platform events, REST/SOAP APIs, bulk API and integration change/configuration management.

- Experience authoring runbooks and running DR tests / BCP exercises.

- Technical Skills :

- PowerBuilder, PowerScript, DataWindow familiarity.

- MSSQL Server (T-SQL, stored procs, backup/restore, HA concepts).

- Windows Server & IIS administration.

- Middleware/ESB tooling (MuleSoft/Boome/IBM MQ/TIBCO or experience with API gateways).

- Salesforce integration knowledge (connected apps, OAuth flows, REST/SOAP/Bulk APIs, platform events).

- Scripting (PowerShell, Python or shell) for automation.

- Knowledge of deployment/change management and source control (Git/TFS/SVN).

- Familiarity with ETL/SSIS and scheduled batch job management.

- Behavioral & Leadership Skills

- Robust incident management and customer-facing communication skills.

- Proven ability to lead small teams and supervise delivery of enhancements.

- Stakeholder management: able to liaise with business analysts, Salesforce architects, middleware teams, and external vendors.

- Organized, detail oriented, and comfortable working with legacy systems that require careful change control.

Preferred Qualifications**:

- Prior experience supporting retail/commerce sites
- Experience with image pipelines / content publishing flo

📌 Sr Software Engineer Consumer Services (Hyderabad)
🏢 Mattel
📍 Hyderabad