IBM Integration Team Lead

Job Overview

Lead the Level 2 Application Support team responsible for managing enterprise IBM Integration platforms and services, ensuring continual high availability, stability, and dependable daily operations.

Key Responsibilities

• Provide leadership and hands-on support for IBM App Connect Enterprise (ACE), IBM Integration Bus (IIB), and IBM DataPower environments.
• Oversee resolution of complex application support issues, service requests, and production incidents, guaranteeing adherence to SLAs and operational standards.
• Drive troubleshooting, root cause analysis, and solution of critical integration problems involving APIs, message flows, interfaces, queues, and connected systems.
• Utilize expertise in IBM integration technologies encompassing ACE, IIB, DataPower, MQ integration, APIs, and integration patterns.
• Monitor integration platforms proactively to identify and mitigate performance, availability, capacity, and connectivity risks.
• Collaborate with cross-functional teams including application development, infrastructure, middleware, database, network, security, and vendors to resolve complex production challenges.
• Serve as the technical escalation point for L2 support and guide support engineers in resolving intricate incidents.
• Lead incident, problem, and change management activities consistent with ITIL and enterprise support frameworks.
• Conduct thorough root cause analyses for recurring or critical incidents and implement lasting corrective measures to enhance stability.
• Manage production deployments, configuration changes, certificates, connections, and integration components adhering to change and release protocols.
• Develop and maintain support processes, operational procedures, monitoring criteria, documentation, and knowledge sharing.
• Partner with business and technical stakeholders to assess production issues, communicate impact, and deliver timely resolutions.
• Identify and drive improvements in automation, monitoring, operational efficiency, and reduction of repeat incidents within the IBM integration environment.
• Mentor L2 support engineers through coaching and knowledge transfer to strengthen the team's IBM integration expertise.
• Ensure compliance with enterprise governance, security, audit, availability, and operational standards related to IBM integration platforms.
• Support capacity planning, platform upgrades, environment management, and continuous improvement for the IBM Integration landscape.

Experience and Skills Required

• Over 12 years of IT industry experience, with deep specialization in IBM Integration and application support.
• Proven experience leading L2 Application Support teams in enterprise production settings.
• Practical hands-on knowledge of IBM App Connect Enterprise (ACE) and IBM Integration Bus (IIB).
• Strong familiarity with IBM DataPower for API management including security, routing, transformation, and integration tasks.
• Expert troubleshooting skills across integration flows, APIs, message queues, connectivity, and middleware components.
• Experience managing production support operations including incident, problem, change, and SLA management.
• Demonstrated ability to lead technical teams, escalate and manage issues, coordinate with multiple technology groups, and communicate effectively with business stakeholders.
• Excellent analytical thinking, problem-solving, leadership, and stakeholder engagement capabilities.
• Exposure to banking, financial services, or large enterprise environments is highly valued.