Why This Role Stands Out
This role offers a fantastic opportunity to lead production support for critical integrations, driving significant impact within a reputable software company and advancing your skills in Workato and AWS. You'll thrive here if you're a proactive problem-solver with experience in enterprise integration platforms, eager to mentor a team and ensure seamless operations. Apply now to take the next step in your integration career!
Quick Overview
Job Description
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.
Minimum Years of Experience: 8-10 Yr
Certifications Needed: Workato Pro1, Pro2, Pro3
Top 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.