Lead production support for Workato integrations

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.

1. Act as the primary client-facing support lead, providing regular service reviews, incident communications, and operational status updates.
   
2. Own and manage incident, problem, and change management processes, ensuring timely resolution of production issues and minimizing business impact.
   
3. Ensure all support activities adhere to defined SLAs, OLAs, and KPIs, maintaining agreed service levels and customer satisfaction targets.
   
4. Lead and mentor an offshore support team, providing technical guidance, workload management, escalation support, and performance oversight.
   
5. Coordinate with client stakeholders, business teams, vendors, and development teams to resolve complex integration and data flow issues.
   
6. Monitor, troubleshoot, and optimize integration workflows, MFT processes, event-driven architectures, and cloud-based components across the support landscape.
   
7. Manage production deployments, release validations, and post-implementation support activities while ensuring minimal disruption to business operations.
   
8. Ensure platform security, data integrity, compliance, and governance standards are maintained across Workato, GoAnywhere MFT, AWS services, and related integration components.
   
9. Implement and maintain monitoring, alerting, and observability capabilities to proactively identify and address operational issues.
   
10. Conduct root cause analysis (RCA) for major incidents and drive preventive actions to reduce recurring issues and improve platform stability.
    
11. Maintain operational runbooks, support procedures, knowledge repositories, and disaster recovery documentation.
    
12. Collaborate with architecture and engineering teams to recommend platform improvements, automation opportunities, and operational best practices.
    
13. Support audits, compliance reviews, security assessments, and governance activities related to integration services.
    
14. Experience working with cloud technologies, including AWS services, event-driven architectures, APIs, integrations, and managed file transfer solutions.
    
15. Familiarity with ITIL processes, service management tools (ServiceNow/Jira), monitoring tools, and enterprise support frameworks.
    
16. 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.

1. Act as the primary client-facing support lead, providing regular service reviews, incident communications, and operational status updates.
   
2. Own and manage incident, problem, and change management processes, ensuring timely resolution of production issues and minimizing business impact.