Sr Software Engineer Consumer Services

Job Title: Production Support Lead - Global Consumer Services

Location: Hyderabad India

Job Summary: We are seeking an experienced Production Support Lead to own day-to-day production operations for Mattels Legacy CRM and retail web applications the middleware layers that connect them and integrations to Salesforce Service Cloud and other enterprise services. This role leads to incident and problem management runbook/DR ownership and will supervise and deliver small application enhancements and fixes. The ideal candidate combines hands-on troubleshooting skills for legacy stacks (PowerBuilder Avalara tax integration MSSQL IIS/Windows) deep understanding of middleware/ESB-based integrations and practical experience with Salesforce Service Cloud integration patterns vendor coordination and disciplined release/change processes.

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 /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 and validate runbooks TRP/DR documents and application runbooks; lead DR tests and BCP preparedness for service/store applications and integrations.
• Prepare responses for audits and BCP/DR reviews; ensure runbooks reflect current architecture and dependencies including middleware and Salesforce integration diagrams.

Team Leadership & Vendor Management

• Supervise a small production support team and/or coordinate third-party support vendors (middleware/Salesforce integrators); mentor junior engineers.
• Run daily/weekly prioritization and status calls with business analysts Consumer Affairs and Product Owners.
• Drive continuous improvement and knowledge transfer; maintain system and integration documentation and runbooks.

Change & Release Management

• Own release readiness for small enhancements hotfixes and integration deployments: testing regression checks deployment coordination and post-release validation.
• Ensure changes comply with change management and rollback requirements; minimize production disruption

Qualifications :

Qualifications:

• Education: Bachelors degree in Computer Science Information Systems or related field.
• Experience: 
  • 10 years experience supporting production enterprise applications and infrastructure; minimum 5 years in a lead/support ownership role.
  • Demonstrated experience with PowerBuilder applications (PowerScript DataWindow/DataStore) and runtime troubleshooting.
  • Strong MSSQL (T-SQL SQL Agent performance tuning) experience.
  • Practical experience with Windows Server administration (including older versions such as Windows Server 2012R2) IIS management and web application troubleshooting.
  • Hands-on experience with integration and tax services Avalara (or equivalent tax engines) and web service integrations.
  • Middleware/ESB experience (MuleSoft Dell Boomi IBM MQ TIBCO or similar) designing/troubleshooting integration flows message queues transformation/mapping logic and retry/compensation patterns.
  • Experience with Salesforce Service Cloud integrations understanding of case/contact synchronization platform events REST/SOAP APIs bulk API and integration change/configuration management.
  • Experience authoring runbooks and running DR tests / BCP exercises.
• Technical Skills: 
  • PowerBuilder PowerScript DataWindow familiarity.
  • MSSQL Server (T-SQL stored procs backup/restore HA concepts).
  • Windows Server & IIS administration.
  • Middleware/ESB tooling (MuleSoft/Boome/IBM MQ/TIBCO or experience with API gateways).
  • Salesforce integration knowledge (connected apps OAuth flows REST/SOAP/Bulk APIs platform events).
  • Scripting (PowerShell Python or shell) for automation.
  • Knowledge of deployment/change management and source control (Git/TFS/SVN).
  • Familiarity with ETL/SSIS and scheduled batch job management.
• Behavioral & Leadership Skills
  • Strong incident management and customer-facing communication skills.
  • Proven ability to lead small teams and supervise delivery of enhancements.
  • Stakeholder management: able to liaise with business analysts Salesforce architects middleware teams and external vendors.
  • Organized detail oriented and comfortable working with legacy systems that require careful change control.

Preferred Qualifications:

• Prior experience supporting retail/commerce sites
• Experience with image pipelines / content publishing flows.
• Prior vendor management experience (managing outsourced integrators/partners).
• Certifications in MuleSoft Salesforce Microsoft Server/SQL or ITIL/ITSM foundation.

About Us: We are a leading organization committed to leveraging technology to drive business success. Our team is dedicated to innovation collaboration and delivering exceptional results. Join us and be a part of a dynamic and forward-thinking company.

How to Apply: Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications.

Remote Work :

No

Employment Type :

Full-time