Support Delivery Lead

Description GSPANN is hiring a Support Delivery Lead with expertise in Integration Platforms to lead integration support operations and manage enterprise platforms. The role involves driving delivery management, incident resolution, platform health, and 24/7 team operations.

Role and Responsibilities

Lead, mentor, and manage a team of integration support engineers, fostering collaboration, accountability, and professional growth. Define team goals, key performance indicators (KPIs), and service level agreements (SLAs), ensuring targets are consistently met or exceeded. Conduct performance reviews, provide constructive feedback, and identify training and development opportunities for team members. Manage schedules, on-call rotations, and resource allocation to ensure 24/7/365 support for critical systems. Promote continuous improvement by encouraging proactive problem-solving and root cause analysis. Act as the escalation point for complex technical issues related to integration platforms such as Microsoft Azure Integration Services, SAP Business Technology Platform Integration Suite (SAP BTP IS), Electronic Data Interchange (EDI), Secure File Transfer Protocol (SFTP), and Solace. Oversee incident, problem, and change management processes, ensuring timely resolution and clear communication. Monitor integration services proactively to identify and address performance bottlenecks and stability risks. Develop and maintain a comprehensive knowledge base, runbooks, and standard operating procedures (SOPs) for the support team. Manage platform health by coordinating patching, upgrades, and capacity planning with engineering and infrastructure teams. Serve as the liaison between the integration support team and IT/business units in areas such as delivery, architecture, product management, and business analysis. Provide regular updates to senior management on platform performance, incident trends, and delivery metrics. Collaborate with project teams to design supportable integrations and ensure smooth transitions into production. Deliver support-related projects, including platform upgrades, automation initiatives, and new monitoring tool implementations. Communicate technical information effectively to both technical and non-technical stakeholders. Analyze support trends and recurring issues to identify root causes and implement long-term solutions. Drive adoption of best practices in Information Technology Infrastructure Library (ITIL), DevOps, and Site Reliability Engineering (SRE) to improve support effectiveness. Recommend and implement new tools and technologies to enhance monitoring, automation, and supportability. Develop strategies for platform resilience, disaster recovery, and business continuity.

Skills and Experience

Bachelor's degree in Computer Science, Information Technology, or a related field. 15+ years of IT experience, including 5+ years in technical leadership or management roles within integration or middleware support. Proven expertise supporting enterprise integration platforms such as Azure Integration Services, SAP Process Orchestration (PO), SAP BTP, Solace, or Boomi. Strong knowledge of integration patterns, protocols, and technologies such as REST, SOAP, JSON, XML, Java Message Service (JMS), and SFTP. Expertise in cloud platforms, including Microsoft Azure and Amazon Web Services (AWS). Familiarity with ITSM and ITIL frameworks is desirable. Demonstrated experience in incident, problem, and change management. Excellent leadership, communication, and interpersonal skills. Strong analytical and problem-solving abilities with the ability to perform in high-pressure environments. ITIL or other relevant certifications. Experience applying Site Reliability Engineering (SRE) practices. Proficiency with monitoring and logging tools such as Splunk, Dynatrace, Datadog, or the ELK Stack. Prior experience working in a global support organization would be a plus.

---