Serve as the primary escalation point for all IBM webMethods production incidents, ensuring timely triage, root cause analysis, and resolution.
Monitor integration flows, services, and messaging channels across IS, API Gateway, and UM environments for faults, failures, and performance degradation.
Manage and resolve P1/P2 critical incidents within defined SLAs, coordinating with internal teams and vendors as required.
Perform log analysis, thread dump analysis, and diagnostic investigations to identify and remediate integration failures.
Maintain incident, problem, and change records in ITSM tools (e.g., ServiceNow, Jira) with thorough documentation and closure reports.
Conduct post-incident reviews and implement preventive measures to reduce recurrence.