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: