Lead production support for Workato integrations

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.

3. Act as the
   primary client-facing support lead, providing regular service reviews,
   incident communications, and operational status updates.
   
4. Own and manage
   incident, problem, and change management processes, ensuring timely
   resolution of production issues and minimizing business impact.
   
5. Ensure all
   support activities adhere to defined SLAs, OLAs, and KPIs, maintaining
   agreed service levels and customer satisfaction targets.
   
6. Lead and
   mentor an offshore support team, providing technical guidance, workload
   management, escalation support, and performance oversight.
   
7. Coordinate
   with client stakeholders, business teams, vendors, and development teams
   to resolve complex integration and data flow issues.
   
8. Monitor,
   troubleshoot, and optimize integration workflows, MFT processes,
   event-driven architectures, and cloud-based components across the
   support landscape.
   
9. Manage
   production deployments, release validations, and post-implementation
   support activities while ensuring minimal disruption to business
   operations.
   
10. Ensure platform
    security, data integrity, compliance, and governance standards are
    maintained across Workato, GoAnywhere MFT, AWS services, and related
    integration components.
    
11. Implement and
    maintain monitoring, alerting, and observability capabilities to
    proactively identify and address operational issues.
    
12. Conduct root
    cause analysis (RCA) for major incidents and drive preventive actions to
    reduce recurring issues and improve platform stability.
    
13. Maintain
    operational runbooks, support procedures, knowledge repositories, and
    disaster recovery documentation.
    
14. Collaborate
    with architecture and engineering teams to recommend platform
    improvements, automation opportunities, and operational best practices.
    
15. Support
    audits, compliance reviews, security assessments, and governance
    activities related to integration services.
    
16. Experience
    working with cloud technologies, including AWS services, event-driven
    architectures, APIs, integrations, and managed file transfer solutions.
    
17. Familiarity
    with ITIL processes, service management tools (ServiceNow/Jira),
    monitoring tools, and enterprise support frameworks.
    
18. 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