IBM Integration Team Lead Operations and Support

DXC Technology Company; Saudi Arabia; On-site; SAR 240,000 - 420,000; Full time

Job summary

DXC Technology Company is seeking an experienced L2 Application Support Lead to manage the enterprise IBM Integration platforms (ACE, IIB, DataPower) and ensure high availability and stability.

You will provide technical leadership, troubleshoot complex incidents, and coordinate cross-team efforts to resolve production issues within defined SLAs. Strong RCA and ITIL discipline are essential for driving permanent improvements.

Qualifications

• 12+ years of overall IT experience with IBM Integration and application support.
• Proven experience leading L2 Application Support teams in enterprise production environments.
• Hands-on expertise in IBM App Connect Enterprise (ACE) and IBM Integration Bus (IIB).
• Strong knowledge of IBM DataPower for API management, security, routing, transformation, and integration.
• Experience with production support, incident, problem, change, and SLA management.

Responsibilities

• Lead the L2 Application Support team for enterprise IBM Integration platforms and services.
• Provide technical leadership and hands-on support for ACE, IIB, and DataPower environments.
• Manage and resolve complex application support and integration incidents within SLAs.
• Lead troubleshooting, RCA, and resolution of critical integration issues across APIs, message flows, interfaces, queues, and connected applications.
• Coordinate with development, infrastructure, middleware, database, network, security, and vendor teams to resolve complex production incidents and integration failures.
• Act as the technical escalation point for L2 support issues and guide engineers in troubleshooting.
• Lead incident, problem, and change management activities per ITIL and enterprise processes.
• Perform detailed RCA for recurring incidents and drive permanent corrective actions to improve stability.

Skills

L2 Application Support leadership

IBM ACE

IBM IIB

IBM DataPower

Incidents & SLA management

Root cause analysis

ITIL processes

Production deployments

Cross-team coordination

Job description

Job Description

• Lead the L2 Application Support team responsible for enterprise IBM Integration platforms and services, ensuring high availability, stability, and reliable day-to-day operations.
• Provide technical leadership and hands-on support for IBM App Connect Enterprise (ACE), IBM Integration Bus (IIB), and IBM DataPower environments.
• Manage and resolve complex application support and integration incidents, service requests, and production issues within defined SLAs and operational standards.
• Lead the troubleshooting, root cause analysis, and resolution of critical integration issues across APIs, message flows, interfaces, queues, and connected applications.
• Provide expertise in IBM Integration technologies, including ACE, IIB, DataPower, message flows, MQ integration, APIs, and enterprise integration patterns.
• Monitor integration platforms and proactively identify performance, availability, capacity, and connectivity issues to minimize business impact and service disruption.
• Coordinate with application development, infrastructure, middleware, database, network, security, and vendor teams to resolve complex production incidents and integration failures.
• Act as the technical escalation point for L2 support issues and provide guidance to support engineers in troubleshooting and resolving complex incidents.
• Lead incident, problem, and change management activities in accordance with ITIL and enterprise application support processes.
• Perform detailed root cause analysis (RCA) for recurring and critical incidents and drive permanent corrective actions to improve platform stability.
• Ensure effective management of production deployments, configuration changes, certificates, connectivity, and integration components while adhering to change and release management procedures.
• Establish and maintain application support processes, operational procedures, monitoring standards, support documentation, and knowledge repositories.
• Work closely with business stakeholders and technical teams to understand production issues, communicate service impact, and provide timely status updates and resolutions.
• Identify opportunities for automation, monitoring improvements, operational efficiency, and reduction of recurring incidents across the IBM Integration landscape.
• Mentor and develop L2 support engineers, conduct knowledge-sharing sessions, and build a strong IBM Integration support capability within the team.
• Ensure compliance with enterprise security, governance, audit, availability, and operational standards for IBM integration platforms.
• Support capacity planning, platform upgrades, environment management, and continuous improvement initiatives for the IBM Integration estate.

Required Experience & Skills

• 12+ years of overall IT experience, with significant experience in IBM Integration and application support.
• Strong experience leading L2 Application Support teams in enterprise production environments.
• Hands‑on expertise in IBM App Connect Enterprise (ACE) and IBM Integration Bus (IIB).
• Strong knowledge and experience with IBM DataPower for API management, security, routing, transformation, and integration.
• Strong troubleshooting experience across integration flows, APIs, message queues, connectivity, and middleware components.
• Experience with production support, incident management, problem management, change management, and SLA management.
• Proven ability to lead technical teams, manage escalations, coordinate across multiple technology teams, and communicate effectively with business stakeholders.
• Strong analytical, problem-solving, leadership, and stakeholder‑management skills.
• Experience in banking/financial services or other large enterprise environments is highly desirable.