Detailed Job Description:
1. Strong experience supporting and
administering Workato-based integration platforms in enterprise environments.
2. Lead production support for
Workato integrations, GoAnywhere MFT, and AWS-based Integration Hub/Eventing
platforms, ensuring high availability and business continuity.
- Act
as the primary client-facing support lead, providing regular service
reviews, incident communications, and operational status updates.
- Own
and manage incident, problem, and change management processes, ensuring
timely resolution of production issues and minimizing business impact.
- Ensure
all support activities adhere to defined SLAs, OLAs, and KPIs,
maintaining agreed service levels and customer satisfaction targets.
- Lead
and mentor an offshore support team, providing technical guidance,
workload management, escalation support, and performance oversight.
- Coordinate
with client stakeholders, business teams, vendors, and development teams
to resolve complex integration and data flow issues.
- Monitor,
troubleshoot, and optimize integration workflows, MFT processes,
event-driven architectures, and cloud-based components across the
support landscape.
- Manage
production deployments, release validations, and post-implementation support
activities while ensuring minimal disruption to business operations.
- Ensure
platform security, data integrity, compliance, and governance standards
are maintained across Workato, GoAnywhere MFT, AWS services, and related
integration components.
- Implement
and maintain monitoring, alerting, and observability capabilities to
proactively identify and address operational issues.
- Conduct
root cause analysis (RCA) for major incidents and drive preventive
actions to reduce recurring issues and improve platform stability.
- Maintain
operational runbooks, support procedures, knowledge repositories, and
disaster recovery documentation.
- Collaborate
with architecture and engineering teams to recommend platform
improvements, automation opportunities, and operational best practices.
- Support
audits, compliance reviews, security assessments, and governance
activities related to integration services.
- Experience
working with cloud technologies, including AWS services, event-driven
architectures, APIs, integrations, and managed file transfer solutions.
- Familiarity
with ITIL processes, service management tools (ServiceNow/Jira),
monitoring tools, and enterprise support frameworks.
- Ability
to manage multiple priorities in a fast-paced production support
environment while maintaining a strong customer-focus and ownership
mindset.
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3 responsibilities you would expect the Subcon to shoulder and execute:
1. Lead production support for
Workato integrations, GoAnywhere MFT, and AWS-based Integration Hub/Eventing
platforms, ensuring high availability and business continuity.
- Act
as the primary client-facing support lead, providing regular service
reviews, incident communications, and operational status updates.
- Own
and manage incident, problem, and change management processes, ensuring
timely resolution of production issues and minimizing business impact.
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