Lead production support for Workato integrations

XPT Software Australia Pty Ltd Contract

• XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
  
• XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
  
• We have 120+technocrats in Australia working at our clientlocations.
  
• XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
  
• We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
  

Must Have Skills: Workato Integration Platform

GoAnywhere Managed File Transfer (MFT)

Nice to Have Skills: AWS (EventBridge, Lambda,SQS, SNS, CloudWatch, API Gateway, etc.)

Detailed Job Description:

1. Strong experience supporting and administeringWorkato-based integration platforms in enterprise environments.

2. Lead production support for Workato integrations,GoAnywhere MFT, and AWS-based Integration Hub/Eventing platforms, ensuringhigh availability and business continuity.

• Act as theprimary client-facing support lead, providing regular service reviews,incident communications, and operational status updates.
  
• Own and manageincident, problem, and change management processes, ensuring timelyresolution of production issues and minimizing business impact.
  
• Ensure allsupport activities adhere to defined SLAs, OLAs, and KPIs, maintainingagreed service levels and customer satisfaction targets.
  
• Lead andmentor an offshore support team, providing technical guidance, workloadmanagement, escalation support, and performance oversight.
  
• Coordinatewith client stakeholders, business teams, vendors, and development teamsto resolve complex integration and data flow issues.
  
• Monitor,troubleshoot, and optimize integration workflows, MFT processes,event-driven architectures, and cloud-based components across thesupport landscape.
  
• Manageproduction deployments, release validations, and post-implementationsupport activities while ensuring minimal disruption to businessoperations.
  
• Ensure platformsecurity, data integrity, compliance, and governance standards aremaintained across Workato, GoAnywhere MFT, AWS services, and relatedintegration components.
  
• Implement andmaintain monitoring, alerting, and observability capabilities toproactively identify and address operational issues.
  
• Conduct rootcause analysis (RCA) for major incidents and drive preventive actions toreduce recurring issues and improve platform stability.
  
• Maintainoperational runbooks, support procedures, knowledge repositories, anddisaster recovery documentation.
  
• Collaboratewith architecture and engineering teams to recommend platformimprovements, automation opportunities, and operational best practices.
  
• Supportaudits, compliance reviews, security assessments, and governanceactivities related to integration services.
  
• Experienceworking with cloud technologies, including AWS services, event-drivenarchitectures, APIs, integrations, and managed file transfer solutions.
  
• Familiaritywith ITIL processes, service management tools (ServiceNow/Jira),monitoring tools, and enterprise support frameworks.
  
• Ability tomanage multiple priorities in a fast-paced production supportenvironment while maintaining a strong customer-focus and ownershipmindset.
  

Minimum Years of Experience: 8-10 Yr

Certifications Needed: Workato Pro1, Pro2, Pro3