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