L3 Support Lead - Enterprise Content Management (ECM)

Job Details:

Key Responsibilities

Application & Platform Support

Lead L3 support activities for ECM platforms, ensuring adherence to SLAs and operational KPIs.

Provide advanced troubleshooting and root cause analysis for complex production incidents.

Manage major incidents, problem management, and post-incident reviews.

Coordinate production deployments, release activities, and environment support.

Ensure platform availability, resiliency, and performance optimization.

Enterprise Content Management Expertise

Support and maintain ECM solutions such as OpenText, Documentum, SharePoint, FileNet, Hyland OnBase, or equivalent enterprise content repositories.

Manage content lifecycle, records management, retention, archiving, and document workflows.

Support integration between ECM, core banking systems, CRM, and digital channels.

Ensure compliance with governance, security, risk, audit, and regulatory requirements.

Service Leadership

Lead a team of L2/L3 support analysts and managed service partners.

Drive service improvement initiatives and operational maturity.

Establish monitoring, alerting, and proactive support practices.

Own support documentation, knowledge management, and runbooks.

Participate in CAB, Change Management, and Problem Review forums.

Stakeholder Management

Engage with business units, technology leaders, risk, security, and infrastructure teams.

Provide regular service reporting, incident trend analysis, and operational insights.

Act as the primary escalation point for critical ECM-related issues.

Collaborate with project delivery teams for transition-to-support activities.

Automation & Continuous Improvement

Identify opportunities to automate support processes and reduce operational overhead.

Improve system observability through dashboards and monitoring tools.

Drive platform modernization, technical debt reduction, and service reliability initiatives.

Required Skills & Experience

Technical Skills

8+ years of experience in Application Support or Production Support roles.

5+ years supporting Enterprise Content Management platforms.

Strong experience with one or more ECM products:

OpenText Content Suite

OpenText Extended ECM

IBM FileNet

Documentum

SharePoint Online/On-Premise

Hyland OnBase

Experience with:

SQL Server, Oracle, or PostgreSQL

REST APIs and integration technologies

Windows and Linux platforms

Middleware and enterprise integrations

Monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana

Experience with ITSM tools such as ServiceNow.

Operational Excellence

Strong understanding of:

Incident Management

Problem Management

Change Management

Release Management

Service Transition

Experience managing critical P1/P2 incidents and executive communications.

Proven ability to conduct root cause analysis and implement preventive actions.

Leadership Skills

Experience leading support teams in large enterprise environments.

Strong stakeholder management and communication skills.

Ability to work across cross-functional squads and vendor ecosystems.

Experience managing offshore/onshore support models.

Preferred Qualifications

ITIL Foundation or ITIL v4 Certification.

OpenText, FileNet, or SharePoint Certifications.

Experience within Banking & Financial Services.

Exposure to cloud platforms (Azure/AWS).

Knowledge of DevOps, CI/CD, and Site Reliability Engineering (SRE) practices.

Success Metrics

SLA and KPI compliance.

Reduction in recurring production incidents.

Mean Time to Resolution (MTTR) improvements.

Platform availability and reliability targets.

Audit and regulatory compliance outcomes.

Stakeholder satisfaction and service maturity improvements.

Key Competencies

Service Ownership

Technical Leadership

Analytical Problem Solving

Operational Excellence

Risk & Compliance Awareness

Customer Centricity

Continuous Improvement

Executive Communication

Minimum Years of Experience 8 Years

Interview Process (Is face to face required?)
No

Any additional information you would like to share about the project specs/ nature of work
NA