Source description
About the role
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 an .
More at Mattel