We are hiring a Lead Support Engineer - Alfresco to guide a global support team and keep Alfresco platforms stable, quick, and highly available. You will own technical escalations for P1/P2 incidents, strengthen operations, and partner with DevOps and stakeholders across the organization; apply now.

Responsibilities

- Lead and coach a team of Alfresco support engineers working across shifts or geographies
- Run performance reviews, define KPIs, spot skill gaps, and coordinate training and growth plans
- Plan support rotas, ensure 24/7/365 coverage (if applicable), and optimize resource allocation
- Promote a collaborative, continuous-improvement mindset focused on service excellence and strong first-contact resolution
- Act as the technical escalation point for complex, high-priority (P1/P2) incidents and critical outages tied to Alfresco platforms
- Diagnose and fix advanced issues across Alfresco repositories, Solr indexing, Alfresco Share/Workspace, authentication (LDAP/Active Directory/OAuth2), and integrations (REST APIs, CMIS)
- Lead root cause analysis (RCA) for major incidents and drive preventive actions to reduce recurrence
- Monitor health checks, performance metrics, and logs to proactively detect and remove bottlenecks
- Oversee routine maintenance including patch management, software upgrades, database maintenance, and backup/restore validations
- Ensure compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and ITIL best practices
- Collaborate with DevOps and infrastructure teams to support smooth deployment pipelines and robust high availability (HA) and disaster recovery (DR) setups
- Maintain detailed technical documentation, knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides

Requirements

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent hands-on experience
- 6+ years of overall IT experience with a strong emphasis on Enterprise Content Management (ECM)
- 3–4 years of direct, hands-on work supporting, administering, and troubleshooting Alfresco Content Services (ACS)



and/or Alfresco Process Services (APS)
- 1–2 years of experience in a leadership, senior engineering, or team lead capacity managing technical support teams
- Clear understanding of Alfresco architecture, repository services, transforms, Solr/Search subsystem, and CMIS standards
- Practical proficiency in Java/J2EE, Spring Framework, and JavaScript
- Deep knowledge of FreeMarker and RESTful web services
- Proven ability to act as the primary bridge between internal stakeholders, business units, and external vendors/Alfresco Support
- Experience participating in change management advisory boards (CAB) to review and approve changes impacting the Alfresco environment
- Ability to provide recurring status reporting, SLA metrics, and operational health summaries to senior management
- English proficiency at Upper-Intermediate (B2) level or higher

We are hiring a Lead Support Engineer - Alfresco to guide a global support team and keep Alfresco platforms stable, fast, and highly available. You will own technical escalations for P1/P2 incidents, strengthen operations, and partner with DevOps and stakeholders across the organization; apply now.

Responsibilities

- Lead and coach a team of Alfresco support engineers working across shifts or geographies
- Run performance reviews, define KPIs, spot skill gaps, and coordinate training and growth plans
- Plan support rotas, ensure 24/7/365 coverage (if applicable), and optimize resource allocation
- Promote a collaborative, continuous-improvement mindset focused on service excellence and strong first-contact resolution
- Act as the technical escalation point for complex, high-priority (P1/P2) incidents and critical outages tied to Alfresco platforms
- Diagnose and fix advanced issues across Alfresco repositories, Solr indexing,



Alfresco Share/Workspace, authentication (LDAP/Active Directory/OAuth2), and integrations (REST APIs, CMIS)
- Lead root cause analysis (RCA) for major incidents and drive preventive actions to reduce recurrence
- Monitor health checks, performance metrics, and logs to proactively detect and remove bottlenecks
- Oversee routine maintenance including patch management, software upgrades, database maintenance, and backup/restore validations
- Ensure compliance with Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and ITIL best practices
- Collaborate with DevOps and infrastructure teams to support smooth deployment pipelines and robust high availability (HA) and disaster recovery (DR) setups
- Maintain detailed technical documentation, knowledge base articles, standard operating procedures (SOPs), and troubleshooting guides

Requirements

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent hands-on experience
- 6+ years of overall IT experience with a strong emphasis on Enterprise Content Management (ECM)
- 3–4 years of direct, hands-on work supporting, administering, and troubleshooting Alfresco Content Services (ACS) and/or Alfresco Process Services (APS)
- 1–2 years of experience in a leadership, senior engineering, or team lead capacity managing technical support teams
- Clear understanding of Alfresco architecture, repository services, transforms, Solr/Search subsystem, and CMIS standards
- Practical proficiency in Java/J2EE, Spring Framework, and JavaScript
- Deep knowledge of FreeMarker and RESTful web services
- Proven ability to act as the primary bridge between internal stakeholders, business units, and external vendors/Alfresco Support
- Experience participating in change management advisory boards (CAB) to review and approve changes impacting the Alfresco environment
- Ability to provide recurring status reporting, SLA metrics, and operational health summaries to senior management
- English proficiency at Upper-Intermediate (B2) level or higher

📌 Lead Support Engineer - Alfresco (Gurugram)
🏢 EPAM Systems
📍 Gurugram