Job Title: Production Support Lead - Global Consumer Services
Location: Hyderabad, India
Job Summary: We are seeking an experienced Production Support Lead to own day-to-day production operations for Mattel’s Legacy CRM and retail web applications, the middleware layers that connect them, and integrations to Salesforce Service Cloud and other enterprise services. This role leads to incident and problem management, runbook/DR ownership, and will supervise and deliver small application enhancements and fixes. The ideal candidate combines hands-on troubleshooting skills for legacy stacks (PowerBuilder + Avalara tax integration, MSSQL, IIS/Windows), deep understanding of middleware/ESB-based integrations, and practical experience with Salesforce Service Cloud integration patterns, vendor coordination, and disciplined release/change processes.
Key Responsibilities:
Production Support & Incident Management
- Lead L2/L3 production incident response. Triage, RCA, and drive timely resolution to meet SLAs.
- Own the incident lifecycle: detection, escalation, mitigation, communication, and post-incident review.
- Operate shift/rotation schedules and provide on-call leadership when required.
Application Maintenance, Small Enhancements & Integration Changes
- Supervise, scope and deliver small enhancements and bug fixes for legacy apps and associated integration flows; prioritize work with business stakeholders and BA team.
- Approve and oversee code/configuration changes, including PowerBuilder fixes, SQL scripts, middleware mappings, and Salesforce integration configurations; ensure deployments follow change control and rollback procedures.
- Provide technical guidance and review for integration changes (mapping, transformations, error handling, and retry logic).
Middleware & Integrations
- Own and troubleshoot middleware/ESB layers, API gateways and integration runtimes that connect legacy systems to Salesforce Service Cloud and other enterprise services.
- Monitor integration endpoints, queue depth, latency, and replay/retry behavior; collaborate with middleware and Salesforce teams for performance tuning.
Platform, Integration & Tax Support
- Support integrations between legacy apps and external services — notably Avalara tax services — web services, middleware, and database connections.
- Troubleshoot and maintain web platform components (IIS, app pools, .NET/Tomcat as applicable), SSL/TLS, load balancers and session behavior.
- Coordinate with internal Salesforce architects and external vendors for escalations and larger integration changes.
Database & Batch Job Ownership
- Own MSSQL operational tasks: monitoring, tuning, backup/restore verification, SQL Agent jobs, stored procedures, and ETL (SSIS) oversight.
- Troubleshoot performance issues, long-running queries, blocking and resource contention.
Runbooks, DR & Audit
- Maintain and validate runbooks, TRP/DR documents and application runbooks; lead DR tests and BCP preparedness for service/store applications and integrations.
- Prepare responses for audits and BCP/DR reviews; ensure runbooks reflect current architecture and dependencies, including middleware and Salesforce integration diagrams.
Team Leadership & Vendor Management
- Supervise a small production support team and/or coordinate third-party support vendors (middleware/Salesforce integrators); mentor junior engineers.
- Run daily/weekly prioritization and status calls with business analysts, Consumer Affairs, and Product Owners.
- Drive continuous improvement and knowledge transfer; maintain system and integration documentation and runbooks.
Change & Release Management
- Own release readiness for small enhancements, hotfixes and integration deployments: testing, regression checks, deployment coordination, and post-release validation.
- Ensure changes comply with change management and rollback requirements; minimize production disruption
Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Systems, or related field.
- Experience:
- 10+ years’ experience supporting production enterprise applications and infrastructure; minimum 5+ years in a lead/support ownership role.
- Demonstrated experience with PowerBuilder applications (PowerScript, DataWindow/DataStore) and runtime troubleshooting.
- Strong MSSQL (T-SQL, SQL Agent, performance tuning) experience.
- Practical experience with Windows Server administration (including older versions such as Windows Server 2012R2), IIS management and web application troubleshooting.
- Hands-on experience with integration and tax services — Avalara (or equivalent tax engines) and web service integrations.
- Middleware/ESB experience (MuleSoft, Dell Boomi, IBM MQ, TIBCO, or similar) designing/troubleshooting integration flows, message queues, transformation/mapping logic and retry/compensation patterns.
- Experience with Salesforce Service Cloud integrations — understanding of case/contact synchronization, platform events, REST/SOAP APIs, bulk API and integration change/configuration management.
- Experience authoring runbooks and running DR tests / BCP exercises.
- Technical Skills:
- PowerBuilder, PowerScript, DataWindow familiarity.
- MSSQL Server (T-SQL, stored procs, backup/restore, HA concepts).
- Windows Server & IIS administration.
- Middleware/ESB tooling (MuleSoft/Boome/IBM MQ/TIBCO or experience with API gateways).
- Salesforce integration knowledge (connected apps, OAuth flows, REST/SOAP/Bulk APIs, platform events).
- Scripting (PowerShell, Python or shell) for automation.
- Knowledge of deployment/change management and source control (Git/TFS/SVN).
- Familiarity with ETL/SSIS and scheduled batch job management.
- Behavioral & Leadership Skills
- Strong incident management and customer-facing communication skills.
- Proven ability to lead small teams and supervise delivery of enhancements.
- Stakeholder management: able to liaise with business analysts, Salesforce architects, middleware teams, and external vendors.
- Organized, detail oriented, and comfortable working with legacy systems that require careful change control.
Preferred Qualifications:
- Prior experience supporting retail/commerce sites
- Experience with image pipelines / content publishing flows.
- Prior vendor management experience (managing outsourced integrators/partners).
- Certifications in MuleSoft, Salesforce, Microsoft Server/SQL, or ITIL/ITSM foundation.
About Us: We are a leading organization committed to leveraging technology to drive business success. Our team is dedicated to innovation, collaboration, and delivering exceptional results. Join us and be a part of a dynamic and forward-thinking company.
How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications.