Integration Support Manager

About the role

This role involves managing the end-to-end integration support lifecycle, including incident detection, triage, escalation, resolution, and closure. You will oversee integration monitoring across cloud and hybrid environments, ensuring proactive identification of performance degradation or failures, and coordinate with internal teams and external partners to resolve complex integration issues across markets.

Key responsibilities

• Manage the end-to-end integration support lifecycle, including incident detection, triage, escalation, resolution, and closure
• Oversee integration monitoring across cloud and hybrid environments, ensuring proactive identification of performance degradation or failures
• Ensure all integration incidents are resolved within SLA targets and maintain high availability of integration services
• Coordinate with internal teams and external partners to resolve complex integration issues across markets
• Conduct regular reviews of integration health metrics and drive corrective actions for recurring issues
• Lead and mentor the integration support team, providing guidance on technical troubleshooting and best practices
• Manage workload distribution, shift scheduling, and on-call support rotations for the integration support team
• Maintain and evolve integration standards, documentation, and runbooks to ensure consistency and quality across APAC markets
• Serve as the primary point of contact for integration-related issues, providing clear and timely updates to stakeholders
• Prepare regular service reports and dashboards for senior management on integration health and support performance

About you

• Bachelor's degree in Computer Science, Engineering, or a related field
• Minimum 5–7 years of experience in integration support, integration operations, or related technical support roles, with at least 2 years in a team leadership or management capacity
• Proven experience managing integration support operations across cloud and hybrid environments
• Strong understanding of integration patterns (REST, SOAP, messaging, event-driven) and middleware/ESB technologies
• Hands-on experience with API lifecycle management and enterprise integration services, including Microsoft Azure APIM, Azure Logic Apps, Azure Functions, and related cloud services
• Experience with DevOps practices including CI/CD, automation, and iterative delivery methodologies
• Strong leadership and team management skills, with the ability to motivate and develop support staff
• Excellent communication and stakeholder management skills, with the ability to simplify complex technical concepts for non-technical audiences
• Proficiency in Azure cloud services, particularly APIM, Logic Apps, and Functions
• Experience with integration monitoring tools and ITSM platforms (ServiceNow, Jira, Azure DevOps)