L3 Support Lead – Enterprise Content Management (ECM)

Job Details:

Key Responsibilities

Application & Platform Support

· Lead L3 support activities for ECM platforms, ensuring adherence to SLAs and operational KPIs.

· Provide advanced troubleshooting and root cause analysis for complex production incidents.

· Manage major incidents, problem management, and post-incident reviews.

· Coordinate production deployments, release activities, and environment support.

· Ensure platform availability, resiliency, and performance optimization.

Enterprise Content Management Expertise

· Support and maintain ECM solutions such as OpenText, Documentum, SharePoint, FileNet, Hyland OnBase, or equivalent enterprise content repositories.

· Manage content lifecycle, records management, retention, archiving, and document workflows.

· Support integration between ECM, core banking systems, CRM, and digital channels.

· Ensure compliance with governance, security, risk, audit, and regulatory requirements.

Service Leadership

· Lead a team of L2/L3 support analysts and managed service partners.

· Drive service improvement initiatives and operational maturity.

· Establish monitoring, alerting, and proactive support practices.

· Own support documentation, knowledge management, and runbooks.

· Participate in CAB, Change Management, and Problem Review forums.

Stakeholder Management

· Engage with business units, technology leaders, risk, security, and infrastructure teams.

· Provide regular service reporting, incident trend analysis, and operational insights.

· Act as the primary escalation point for critical ECM-related issues.

· Collaborate with project delivery teams for transition-to-support activities.

Automation & Continuous Improvement

· Identify opportunities to automate support processes and reduce operational overhead.

· Improve system observability through dashboards and monitoring tools.

· Drive platform modernization, technical debt reduction, and service reliability initiatives.

Required Skills & Experience

Technical Skills

· 8+ years of experience in Application Support or Production Support roles.

· 5+ years supporting Enterprise Content Management platforms.

· Strong experience with one or more ECM products:

· OpenText Content Suite

· OpenText Extended ECM

· IBM FileNet

· Documentum

· SharePoint Online/On-Premise

· Hyland OnBase

· Experience with:

· SQL Server, Oracle, or PostgreSQL

· REST APIs and integration technologies

· Windows and Linux platforms

· Middleware and enterprise integrations

· Monitoring tools such as Splunk, Dynatrace, AppDynamics, or Grafana

· Experience with ITSM tools such as ServiceNow.

Operational Excellence

· Strong understanding of:

· Incident Management

· Problem Management

· Change Management

· Release Management

· Service Transition

· Experience managing critical P1/P2 incidents and executive communications.

· Proven ability to conduct root cause analysis and implement preventive actions.

Leadership Skills

· Experience leading support teams in large enterprise environments.

· Strong stakeholder management and communication skills.

· Ability to work across cross-functional squads and vendor ecosystems.

· Experience managing offshore/onshore support models.

Preferred Qualifications

· ITIL Foundation or ITIL v4 Certification.

· OpenText, FileNet, or SharePoint Certifications.

· Experience within Banking & Financial Services.

· Exposure to cloud platforms (Azure/AWS).

· Knowledge of DevOps, CI/CD, and Site Reliability Engineering (SRE) practices.

Success Metrics

· SLA and KPI compliance.

· Reduction in recurring production incidents.

· Mean Time to Resolution (MTTR) improvements.

· Platform availability and reliability targets.

· Audit and regulatory compliance outcomes.

· Stakeholder satisfaction and service maturity improvements.

Key Competencies

· Service Ownership

· Technical Leadership

· Analytical Problem Solving

· Operational Excellence

· Risk & Compliance Awareness

· Customer Centricity

· Continuous Improvement

· Executive Communication

Minimum Years of Experience 8 Years

Interview Process (Is face to face required?)

No

Any additional information you would like to share about the project specs/ nature of work

NA