IBM Integration – L2 Application Support Leader

Job Description:

Job Summary:
We are seeking an experienced L2 Application Support Leader with over 12 years of experience in application support and IBM integration technologies. The ideal candidate will lead support operations, ensure system stability, and drive continuous improvement across integration platforms, including IBM ACE, DataPower, and IIB. This role requires strong leadership skills, technical expertise, and the ability to manage critical incidents in a fast-paced environment.

Key Responsibilities:

• Lead and manage L2 application support activities for integration platforms.
• Provide expert support for IBM integration technologies, including ACE (App Connect Enterprise), DataPower, and IIB (IBM Integration Bus).
• Monitor system performance, troubleshoot issues, and ensure high availability of applications.
• Act as the primary escalation point for complex incidents and coordinate resolution with cross-functional teams.
• Drive root cause analysis (RCA) and implement preventive measures to avoid recurring issues.
• Ensure adherence to SLAs, KPIs, and incident management processes.
• Collaborate with development, infrastructure, and business teams to enhance system performance and reliability.
• Lead and mentor a team of support engineers, fostering knowledge sharing and continuous learning.
• Maintain documentation, runbooks, and operational procedures.
• Support deployment activities and ensure smooth transitions from development to production.

Required Skills & Qualifications:

• 12+ years of experience in application support, with a focus on enterprise integration.
• Strong hands-on experience with IBM ACE, DataPower, and IIB.
• Proven leadership experience in managing L2 support teams.
• Solid understanding of integration patterns, APIs, and middleware architecture.
• Experience in incident, problem, and change management processes (ITIL preferred).
• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management abilities.

Preferred Qualifications:

• ITIL certification or equivalent.
• Experience in banking or financial services environments.
• Familiarity with monitoring tools and automation in support operations.

Soft Skills:

• Leadership and team management
• Problem-solving and decision-making
• Ability to work under pressure
• Strong communication and collaboration skills

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