Support Delivery Lead

Role and Responsibilities Job Summary: We're looking for a Support Delivery Lead responsible for overseeing the end -to -end support, maintenance, and delivery of our enterprise integration platforms. This individual will lead a team of support engineers and support leads, ensuring the all platform's stability, performance, and availability. The ideal candidate is a strategic thinker with a strong technical background in integration technologies, excellent leadership skills, and a passion for customer service and continuous improvement. This role requires a hands -on leader who can balance technical expertise with effective team management and stakeholder communication.Key Responsibilities: 1. Leadership & Team Management: • Lead, mentor, and manage a team of integration support engineers and leads, fostering a culture of collaboration, accountability, and professional growth. • Define team goals, key performance indicators (KPIs), and service level agreements (SLAs), and ensure the team meets or exceeds them. • Conduct regular performance reviews, provide constructive feedback, and identify training and development opportunities for team members. • Manage team schedules, on -call rotations, and resource allocation to ensure 24/7/365 coverage for critical systems. • Drive a continuous improvement mindset within the team, encouraging proactive problem -solving and root cause analysis. 2. Platform Support & Operations: • Act as the primary point of escalation for complex technical issues related to the integration platforms (e.g., Azure Integration Services, SAP BTP IS, EDI, SFTP, Solace etc.). • Oversee the incident, problem, and change management processes for the integration platforms, ensuring timely resolution and clear communication. • Ensure all integration services are monitored effectively and proactively identify and address potential performance bottlenecks or stability risks. • Develop and maintain a robust knowledge base, runbooks, and standard operating procedures (SOPs) for the support team. • Manage the platform's health, including patching, upgrades, and capacity planning, in collaboration with the engineering and infrastructure teams. 3. Stakeholder & Delivery Management: • Serve as the key liaison between the integration support team and other IT and business units (e.g., Integration Delivery, Integration Architectures, Product management, business analysts). • Provide regular updates on platform performance, incident trends, and support delivery metrics to senior management and key stakeholders. • Collaborate with project teams to ensure new integrations are designed for supportability and a smooth transition to production. • Manage the delivery of support -related projects and initiatives, such as platform upgrades, automation projects, or new monitoring tool implementations. • Effectively communicate technical information to both technical and non -technical audiences. 4. Strategic & Process Improvement: • Analyze support trends and recurring issues to identify root causes and drive long -term solutions. • Champion the adoption of best practices in ITIL, DevOps, and SRE (Site Reliability Engineering) to improve the efficiency and effectiveness of the support team. • Evaluate and recommend new tools and technologies to enhance the platform's supportability, monitoring, and automation capabilities. • Develop and implement a strategy for platform resilience, disaster recovery, and business continuity. RequirementsRequired Qualifications:Bachelor's degree in Computer Science, IT, or related field.Minimum 15 years in IT, including 5 years in integration/middleware team leadership.Strong background in enterprise integration and platform support.Excellent interpersonal, leadership, and problem -solving skills.Ability to communicate with both technical and business stakeholders.Preferred Skills/Certifications:Certifications: ITIL, SRE, or other relevant credentials.Tools Exposure: Splunk, Dynatrace, Datadog, ELK Stack.Experience working in global support environments.Familiarity with DevOps and SRE practices.