Platform Support Lead

Cognizant; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Cognizant is seeking a Support Engineer in London, operating in a hybrid model with 2–3 days in the office. You will lead onshore support for IDMC and TIBCO EBX, coordinating incidents, deployments, and service transitions, while guiding offshore delivery and client communications.

You will monitor platform health, manage high-priority incidents, and coordinate multi-environment deployments, with extensive governance across IDMC services and EBX/PowerCenter.

Qualifications

• Strong hands-on production-support experience with IDMC and/or TIBCO EBX; exposure to both is highly preferred.
• Practical experience with Secure Agent monitoring/configuration, CDGC metadata scans and lineage, IDQ workflows, CDI executions, SQL, SSO, and multi-environment deployments.
• Experience managing business-critical incidents, change/release coordination, service transition, go-live, and hypercare.
• Ability to troubleshoot across application, data, integration, access, configuration, connectivity, and infrastructure layers.
• Strong client-facing communication, stakeholder coordination, task ownership, documentation, and team-guidance skills.
• Working knowledge of Agile delivery, Jira, Confluence, Azure DevOps, ITIL processes, SLAs, and operational reporting.

Responsibilities

• Lead daily monitoring of IDMC and EBX platform health, Secure Agents, metadata scans, data-quality workflows, integrations, and scheduled jobs.
• Own high-priority incident coordination, perform technical triage, drive restoration, manage escalations, and support root-cause analysis.
• Coordinate Dev, UAT, and Production activities, including Secure Agent configuration, SSO/access issues, deployments, rollback planning, and post-deployment validation.
• Provide functional and technical guidance across IDMC services—CDGC, IDQ, and CDI—as well as EBX and PowerCenter.
• Oversee business glossary, data dictionary, metadata catalog, classification, ownership, and lineage maintenance.
• Lead or coordinate metadata migration from EDC or other legacy platforms to IDMC, including reconciliation and acceptance validation.
• Manage client-project onboarding, operational-readiness reviews, acceptance into service, go-live support, and hypercare.
• Create, review, and maintain runbooks, SOPs, monitoring checklists, incident guides, deployment procedures, and knowledge articles.
• Coordinate the offshore support team, assign work, track SLA adherence, review deliverables, remove blockers, and ensure complete shift handovers.
• Act as the bridge among client stakeholders, delivery managers, architects, QA, governance teams, release teams, infrastructure teams, and offshore support.
• Track incidents, problems, changes, risks, dependencies, and service improvements through Jira, Confluence, Azure DevOps, and applicable service-management tools.
• Provide regular service-status reporting, communicate risks clearly, and drive preventive actions and platform-stability improvements.
• Conduct KT sessions and ensure the support team can independently execute approved operational procedures.

Skills

IDMC

TIBCO EBX

Secure Agent

CDGC

IDQ

CDI

EBX

PowerCenter

SQL

SSO

Azure DevOps

Metadata management

Data governance

Data quality

Agile delivery

Jira

Confluence

ITIL

Tools

Jira

Confluence

Azure DevOps

Job description

Role: Support Engineer

Location: London (2 to 3 days office in a week)

Employment: Fulltime

Role Summary:

The lead will act as the primary onshore contact for IDMC and TIBCO EBX support, coordinating platform operations, incident management, deployments, service transition, offshore delivery, and client communication.

Key Responsibilities:

• Lead daily monitoring of IDMC and EBX platform health, Secure Agents, metadata scans, data-quality workflows, integrations, and scheduled jobs.
• Own high-priority incident coordination, perform technical triage, drive restoration, manage escalations, and support root-cause analysis.
• Coordinate Dev, UAT, and Production activities, including Secure Agent configuration, SSO/access issues, deployments, rollback planning, and post-deployment validation.
• Provide functional and technical guidance across IDMC services—CDGC, IDQ, and CDI—as well as EBX and PowerCenter.
• Oversee business glossary, data dictionary, metadata catalog, classification, ownership, and lineage maintenance.
• Lead or coordinate metadata migration from EDC or other legacy platforms to IDMC, including reconciliation and acceptance validation.
• Manage client-project onboarding, operational-readiness reviews, acceptance into service, go-live support, and hypercare.
• Create, review, and maintain runbooks, SOPs, monitoring checklists, incident guides, deployment procedures, and knowledge articles.
• Coordinate the offshore support team, assign work, track SLA adherence, review deliverables, remove blockers, and ensure complete shift handovers.
• Act as the bridge among client stakeholders, delivery managers, architects, QA, governance teams, release teams, infrastructure teams, and offshore support.
• Track incidents, problems, changes, risks, dependencies, and service improvements through Jira, Confluence, Azure DevOps, and applicable service-management tools.
• Provide regular service-status reporting, communicate risks clearly, and drive preventive actions and platform-stability improvements.
• Conduct KT sessions and ensure the support team can independently execute approved operational procedures.

Required Lead Capabilities:

• Strong hands-on production-support experience with IDMC and/or TIBCO EBX; exposure to both is highly preferred.
• Practical experience with Secure Agent monitoring/configuration, CDGC metadata scans and lineage, IDQ workflows, CDI executions, SQL, SSO, and multi-environment deployments.
• Experience managing business-critical incidents, change/release coordination, service transition, go-live, and hypercare.
• Ability to troubleshoot across application, data, integration, access, configuration, connectivity, and infrastructure layers.
• Strong client-facing communication, stakeholder coordination, task ownership, documentation, and team-guidance skills.
• Working knowledge of Agile delivery, Jira, Confluence, Azure DevOps, ITIL processes, SLAs, and operational reporting.

Skills & Tools ::

• IDMC (CDGC, IDQ, CDI), EBX, PowerCenter
• SQL, Secure Agent configuration, SSO, Azure DevOps
• Metadata management, data governance, data quality
• Agile delivery, Jira, Confluence