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About the Role
Key Responsibilities:
Production Support & Incident Management:
- Serve as the primary escalation point for all IBM webMethods production incidents, ensuring timely triage, root cause analysis, and resolution.
- Monitor integration flows, services, and messaging channels across IS, API Gateway, and UM environments for faults, failures, and performance degradation.
- Manage and resolve P1/P2 critical incidents within defined SLAs, coordinating with internal teams and vendors as required.
- Perform log analysis, thread dump analysis, and diagnostic investigations to identify and remediate integration failures.
- Maintain incident, problem, and change records in ITSM tools (e.g., ServiceNow, Jira) with thorough documentation and closure reports.
- Conduct post-incident reviews and implement preventive measures to reduce recurrence.
Platform Administration:
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