Job Title: Manager | Bengaluru | Technology Strategy & Transformation
Job Title
Manager (Dev + Operate) – Integration Track
Location
[Bangalore]
Experience
10–12 Years
Employment Type
Full-Time
Job Summary
We are seeking a Manager (Dev + Operate) – Integration Track with strong expertise in both development and operations support for enterprise integration platforms. The role involves leading support for integration systems, resolving complex production issues, supporting development fixes, and ensuring high availability and reliability of integration services.
The ideal candidate will combine technical development experience with operational leadership, enabling faster issue resolution, system improvements, and continuous service optimization for integration platforms, APIs, and Order Management System (OMS) integrations supporting end-to-end order lifecycle processes, along with effective Major Incident Management (MIM) and root cause analysis (RCA).
Key Responsibilities
L3 Integration Support
• Provide advanced Level 3 technical support for enterprise integration platforms and middleware solutions.
• Diagnose and resolve complex production issues related to APIs, middleware, data integration flows, and OMS transactions (order capture, orchestration, fulfillment, and status updates).
• Perform deep technical troubleshooting, debugging, and detailed root cause analysis (RCA) for recurring and critical issues.
• Provide technical guidance and escalation support to L2 support teams.
Dev + Operate Responsibilities
• Collaborate with development teams to identify defects and implement code fixes for production issues.
• Participate in development enhancements, bug fixes, and platform improvements related to integration systems and OMS-driven workflows.
• Support CI/CD pipelines, release management, and deployment activities for integration services.
• Ensure operational readiness for new releases and system upgrades, including order lifecycle and OMS integration touchpoints.
Integration Platform Management
• Oversee operational stability of APIs, middleware platforms, messaging systems, and integration workflows.
• Monitor data flows, integration jobs, message queues, API performance, and order processing pipelines across OMS, upstream channels, and downstream fulfilment systems.
• Ensure scalability, reliability, and performance of integration platforms.
Incident & Problem Management
• Lead Major Incident Management (MIM) for critical production issues, ensuring timely resolution and stakeholder communication.
• Drive war room calls, coordinate cross-functional teams, and provide leadership during high-severity incidents.
• Conduct post-incident reviews and ensure comprehensive RCA documentation with actionable preventive measures.
• Ensure adherence to SLA, incident management, and change management processes.
Team & Stakeholder Management
• Manage and mentor L2/L3 support engineers and technical specialists.
• Coordinate with architecture, development, infrastructure, and business teams, including OMS and operations stakeholders, for issue resolution and improvements.
• Provide operational metrics, reporting, and service improvement plans, including incident trends and RCA insights.
Continuous Improvement
• Identify opportunities for automation and operational efficiency improvements.
• Improve monitoring, alerting, and observability for integration services and OMS transaction flows (order success/failure tracking, latency, retries).
• Drive DevOps practices across integration support and development teams.
• Implement improvements based on RCA findings and major incident learnings.
Required Skills
• Strong experience in L3 Production Support with development exposure
• Good understanding of enterprise integration architectures and middleware technologies
• Hands-on experience with API integrations, messaging systems, and integration frameworks
• Working knowledge of Order Management Systems (OMS) and order lifecycle (order capture, orchestration, fulfilment, invoicing)
• Experience with code debugging and troubleshooting production issues
• Knowledge of CI/CD pipelines and release management
• Strong experience in Major Incident Management (MIM), RCA, and problem management
• Team leadership and stakeholder management skills
Preferred Skills
• Experience with integration platforms such as MuleSoft, Dell Boomi, Azure Integration Services, or IBM Integration technologies
• Knowledge of REST/SOAP APIs and API lifecycle management
• Exposure to OMS platforms (e.g., SAP OMS, IBM Sterling OMS, or similar enterprise OMS solutions) is a plus
• Experience with cloud platforms (Azure/AWS/GCP)
• Exposure to automation and scripting (Python, Shell, PowerShell, etc.)
• Familiarity with ITIL-based service management practices
Certifications (Preferred)
• ITIL Foundation
• Cloud certifications (Azure / AWS)
• Integration platform certifications (if applicable)