We are looking for a Lead Support Engineer - Alfresco to lead support operations for enterprise Alfresco environments and ensure consistent uptime and performance. You will coordinate a distributed team, handle escalations on critical incidents, and drive ITIL-aligned improvements with DevOps and vendors; apply today.

Responsibilities

- Manage and mentor a team of Alfresco support engineers across multiple shifts or locations
- Define KPIs, deliver performance reviews, identify development needs, and arrange training opportunities
- Coordinate on-call schedules, ensure 24/7/365 coverage (if applicable), and balance staffing to meet demand
- Build a service-first culture of collaboration and continuous improvement, increasing first-contact resolution
- Own technical escalation for complex P1/P2 incidents and severe service interruptions involving Alfresco platforms
- Resolve advanced problems spanning Alfresco repositories, Solr indexing, Alfresco Share/Workspace, authentication (LDAP/Active Directory/OAuth2), and integrations via REST APIs and CMIS
- Drive RCA for major incidents and ensure preventive measures are implemented and tracked
- Track system health, logs, and performance indicators to spot risk early and mitigate bottlenecks
- Supervise ongoing maintenance such as patching, upgrades, database upkeep, and backup/restore verification
- Maintain alignment with SLAs, OLAs, and ITIL best practices across support processes




- Partner with DevOps and infrastructure teams to support deployment pipelines and maintain HA and DR readiness
- Create and maintain technical documentation, knowledge articles, SOPs, and troubleshooting playbooks

Requirements

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a similar discipline, or equivalent practical experience
- 6+ years of total IT experience, with a solid focus on Enterprise Content Management (ECM)
- Minimum 3–4 years of hands-on experience supporting, administering, and troubleshooting Alfresco Content Services (ACS) and/or Alfresco Process Services (APS)
- At least 1–2 years in a leadership, senior engineering, or team lead role overseeing technical support teams
- Strong knowledge of Alfresco architecture, repository services, transforms, Solr/Search subsystem, and CMIS standards
- Working expertise in Java/J2EE, Spring Framework, and JavaScript
- Solid command of FreeMarker and RESTful web services
- Ability to serve as the key liaison between internal stakeholders, business units, and external vendors/Alfresco Support
- Background in participating in CAB change management to review and approve changes impacting the Alfresco environment
- Experience producing regular status updates, SLA metrics, and operational health summaries for senior management
- English proficiency at Upper-Intermediate (B2) or higher

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