FEED Support Lead Lead - Project Delivery Specialist
- Provide Tier 2/3 production support for the platform (web/mobile user access, content publishing workflows, targeting/audiences, notifications, and analytics).
- Own incident management: triage, severity assignment, user/business communications, restoration, and post-incident reviews; meet service level agreements (SLAs).
- Drive problem management: root cause analysis, recurring issue elimination, known error documentation, and backlog prioritization.
- Monitor platform health using observability tools (logs, metrics, alerts); maintain dashboards and alert tuning. Support identity and access flows (single sign-on (SSO), multi-factor authentication (MFA), role-based access), and coordinate with IAM teams.
- Troubleshoot integrations (HR systems, email/SMS gateways, push notifications, collaboration tools) including data feeds, webhooks/APIs, and message delivery failures.
- Coordinate release/change management: regression checks, rollout plans, validation, and rollback readiness. Support content operations (as applicable): publishing issues, template/rendering defects, broken links/assets, audience targeting errors, and communications scheduling.
- Ensure security and compliance basics: access reviews, audit logging, handling of personally identifiable information (PII), and vulnerability/patch coordination.
- Manage vendor support cases and escalation; track to resolution with clear timelines and documentation.
- Maintain runbooks, standard operating procedures (SOPs), knowledge articles, and support playbooks; enable Tier 1 teams.
- Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management
- Independently and collaboratively lead client engagement workstreams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes
- 5+yrs React experience
- 5+yrs experience with HCL Portal (WebSphere Portal) architecture, development and customization
- 5+yrs experience with HCL Web Content Manager (WCM)
- Advance knowledge and hands on with Syndication for HCL, Portlets & Portal Technologies including REST/JSON and CI/CD, and HCL Connections
- Experience with DB2 Database (SQL)
- Experience with IBM Extreme Scale
- Experience with Google Cloud Search
- Experience with Native Android Development including Kotlin/Java, Android SDK, Jetpack (Views/Compose)
- Experience with Firebase for Android
- Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
- Limited immigration sponsorship may be available
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Hybrid Role - 2 days on-site
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