Platform Support Lead

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