Sr Software Engineer Consumer Services

Job Title: Production Support Lead - Global Consumer Services

Location: Hyderabad, India

Job Summary: We are seeking an experienced Production Support Lead to own day-to-day production operations for Mattel’s Legacy CRM and retail web applications, the middleware layers that connect them, and integrations to Salesforce Service Cloud and other enterprise services. This role leads to incident and problem management, runbook/DR ownership, and will supervise and deliver small application enhancements and fixes. The ideal candidate combines hands-on troubleshooting skills for legacy stacks (PowerBuilder + Avalara tax integration, MSSQL, IIS/Windows), deep understanding of middleware/ESB-based integrations, and practical experience with Salesforce Service Cloud integration patterns, vendor coordination, and disciplined release/change processes.

Key Responsibilities:

Production Support & Incident Management

• Lead L2/L3 production incident response. Triage, RCA, and drive timely resolution to meet SLAs.
• Own the incident lifecycle: detection, escalation, mitigation, communication, and post-incident review.
• Operate shift/rotation schedules and provide on-call leadership when required.

Application Maintenance, Small Enhancements & Integration Changes

• Supervise, scope and deliver small enhancements and bug fixes for legacy apps and associated integration flows; prioritize work with business stakeholders and BA team.
• Approve and oversee code/configuration changes, including PowerBuilder fixes, SQL scripts, middleware mappings, and Salesforce integration configurations; ensure deployments follow change control and rollback procedures.
• Provide technical guidance and review for integration changes (mapping, transformations, error handling, and retry logic).

Middleware & Integrations

• Own and troubleshoot middleware/ESB layers, API gateways and integration runtimes that connect legacy systems to Salesforce Service Cloud and other enterprise services.
• Monitor integration endpoints, queue depth, latency, and replay/retry behavior; collaborate with middleware and Salesforce teams for performance tuning.

Platform, Integration & Tax Support

• Support integrations between legacy apps and external services — notably Avalara tax services — web services, middleware, and database connections.
• Troubleshoot and maintain web platform components (IIS, app pools, .NET/Tomcat as applicable), SSL/TLS, load balancers and session behavior.
• Coordinate with internal Salesforce architects and external vendors for escalations and larger integration changes.

Database & Batch Job Ownership

• Own MSSQL operational tasks: monitoring, tuning, backup/restore verification, SQL Agent jobs, stored procedures, and ETL (SSIS) oversight.
• Troubleshoot performance issues, long-running queries, blocking and resource contention.

Runbooks, DR & Audit

• Maintain and validate runbooks, TRP/DR documents and application runbooks; lead DR tests and BCP preparedness for service/store applications and integrations.
• Prepare responses for audits and BCP/DR reviews; ensure runbooks reflect current architecture and dependencies, including middleware and Salesforce integration diagrams.

Team Leadership & Vendor Management

• Supervise a small production support team and/or coordinate third-party support vendors (middleware/Salesforce integrators); mentor junior engineers.
• Run daily/weekly prioritization and status calls with business analysts, Consumer Affairs, and Product Owners.
• Drive continuous improvement and knowledge transfer; maintain system and integration documentation and runbooks.

Change & Release Management

• Own release readiness for small enhancements, hotfixes and integration deployments: testing, regression checks, deployment coordination, and post-release validation.
• Ensure changes comply with change management and rollback requirements; minimize production disruption