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 support for the EDMS application, ensuring smooth operation and timely resolution of issues. The ideal candidate will have strong technical expertise in WebLogic Web Server, Oracle databases, Java programming, and Unix/Linux environments. 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, as is the ability to coordinate with multiple teams and stakeholders.

Key Responsibilities

- Provide L1 and L2 production support for the EDMS application and related digital platforms.
- Utilize strong knowledge of WebLogic Web Server, Oracle database, Java code, and Unix/Linux commands to troubleshoot and resolve issues.
- Manage and lead a diverse team comprising onshore, offshore, and vendor resources responsible for the EDMS application.
- Monitor alerts from phone calls, emails, and incident tickets, directing them to the appropriate process teams promptly.
- Prepare and deliver periodic and ad-hoc status reports using Microsoft Excel, PowerPoint, and other tools.
- Liaise with users, technical teams (Corporate Tech, Retail Tech, Operations Tech), and stakeholders to facilitate data and process-related information exchange.
- Provide expertise and recommendations to support and enhance system initiatives, ensuring alignment with business objectives.
- Lead stakeholder management efforts across business, technology, and client groups, serving as the highest internal escalation point for projects.
- Ensure compliance with project delivery standards, including PMO, QMS, risk, audit, and architecture guidelines.
- Collaborate within a multi-disciplinary team to meet quality management practices and organizational goals.
- Contribute to the annual technology roadmap, ensuring accurate financials and timely reporting.
- Drive platform team delivery of world-class solutions aligned with industry roadmaps and business strategies.
- Manage regulatory requirements, audit controls, and risk mitigation related to data security, system availability, and incident management.
- Work closely with Product Owners and team members to identify, socialize, and deliver product enhancements.
- Promote continuous improvement in delivery operations by streamlining processes and measuring platform value through relevant metrics.
- Advocate for the best technology frameworks and solutions, leveraging Agile engineering practices and machine learning software development where applicable.
- Facilitate effective team reviews, planning sessions, and collaboration to foster innovation and problem-solving.

Required Qualifications

- 6 to 8 years of experience in application production support, with a strong focus on managing complex support functions.
- Proven team management skills, including leading diverse teams across multiple locations.
- Solid technical expertise in WebLogic Web Server, Oracle databases, Java programming, and Unix/Linux commands.
- Experience working with business users as part of Business-As-Usual (BAU) activities.
- Ability to identify and escalate application risks promptly.
- Experience coordinating patching activities and vulnerability remediation.
- Skilled in performing volume-metric analysis on application performance and raising timely alerts.
- Availability to provide on-call support in shifts to meet Service Level Agreements (SLAs).
- Strong English communication skills, both written and verbal, with a professional attitude.

This role offers the opportunity to lead a critical production support function within a dynamic digital platform environment. The successful candidate will play a key role in ensuring system stability, compliance, and continuous improvement, while collaborating with multiple stakeholders to drive business value.