Manager/Lead - EDMS (Production Support Digital Platform)

We are seeking an experienced professional to provide production support for our Digital Platform, including EDMS, BAW, and Digital Workers. The role involves delivering L1 and L2 production support for the EDMS application, ensuring smooth operations and timely issue resolution. The ideal candidate will have strong technical expertise in WebLogic Webserver, Oracle databases, Java coding, and Unix/Linux commands. This position requires managing complex production support functions and being available for off-business hours support when necessary. Effective communication and reporting skills are essential to keep stakeholders informed of production and project statuses.

Key Responsibilities

- Provide L1 and L2 production support for the EDMS application and related digital platforms.
- Utilize strong knowledge of WebLogic Webserver, Oracle database, Java code, and Unix/Linux commands to troubleshoot and resolve issues.
- Manage and lead a diversified team comprising onshore, offshore, and vendor resources responsible for the EDMS application.
- Coordinate with users and technical teams (Corporate Tech, Retail Tech, Operations Tech) to facilitate data and process-related information exchange.
- Generate periodic and ad-hoc status reports using Microsoft Excel, PowerPoint, and other tools.
- Ensure clear communication and reporting on production support and project progress to all relevant stakeholders.
- Direct the team to promptly raise alerts through phone calls, emails, and incident tickets to the appropriate process teams.
- Provide expertise and recommendations to support and enhance system initiatives.
- Perform stakeholder management across business, technology, and client groups to align projects with business objectives.
- Act as the highest internal escalation point for project delivery issues, ensuring compliance with PMO, QMS, risk, audit, and architecture guidelines.
- Collaborate within a multidisciplinary team following quality management practices to achieve organizational goals.
- Contribute to the annual technology roadmap, ensuring accurate financials and timely reporting.
- Lead platform delivery efforts to provide world-class solutions aligned with industry roadmaps and business strategies.
- Manage vendor partnerships to maximize value and support business growth.
- Assist project delivery teams in requirements validation and verifying solution functionality.
- Interpret and converge regulatory requirements into clear business needs.
- Focus on regulatory controls, audit requirements, and risk management related to data security, system uptime, and incident prevention.
- Work closely with Product Owners and team members to identify, socialize, and deliver product enhancements.
- Continuously seek opportunities to streamline delivery operations and measure platform value through metrics.
- Advocate for best practices in technology selection and implementation.
- Employ Agile engineering practices and machine learning software development technologies to create innovative solutions that enhance customer and employee experiences.
- Foster a collaborative environment through effective reviews and planning sessions.
- Demonstrate strong analytical and problem-solving skills with a proven ability to innovate.

Required Qualifications

- 6 to 8 years of experience in application production support, preferably within a complex digital platform environment.
- Proven team management skills with the ability to lead diverse, distributed teams.
- Proficiency in English communication, both written and verbal.
- Experience working closely with business users as part of Business-As-Usual (BAU) activities.
- Ability to identify and escalate application risks promptly.
- Experience coordinating patching activities and remediating vulnerabilities.
- Skilled in performing volume-metric analysis on application performance and raising timely alerts.
- Willingness to be available on-call in shifts to support Service Level Agreements (SLAs).
- Positive attitude and excellent communication skills.

This role offers the opportunity to work within a dynamic, multi-disciplinary team focused on delivering high-quality digital platform solutions that drive business success. Candidates who thrive in fast-paced environments and are committed to continuous improvement will find this position rewarding.