Integration Support Manager

Job Summary

We are seeking an Integration Support Manager to lead the operational support and maintenance of integration solutions across APAC. You will manage the integration support team, ensure service delivery meets SLA targets, and drive continuous improvement of integration stability and reliability. This role blends operational leadership with hands-on technical oversight—ensuring integration efforts remain aligned with enterprise standards and deliver measurable business outcomes across markets.

Key Responsibilities

Integration Support Operations

· 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.

Team Leadership & Resource Management

· 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.

· Foster a culture of continuous improvement, knowledge sharing, and professional development within the team.

· Define and track KPIs for the integration support function, including MTTR, first-call resolution rate, and customer satisfaction.

Integration Governance & Continuous Improvement

· Maintain and evolve integration standards, documentation, and runbooks to ensure consistency and quality across APAC markets.

· Partner with enterprise architecture teams to ensure integration support practices align with broader architectural roadmaps.

· Identify opportunities to automate integration support processes and reduce manual intervention.

· Drive post-incident reviews and implement preventive measures to reduce integration downtime.

Stakeholder Management & Communication

· 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.

· Collaborate with business, digital, engineering, and global/regional teams to ensure integration support meets business needs.

· Communicate integration risks, outages, and resolution plans effectively to both technical and non-technical audiences.

Cloud & Security Awareness

· Ensure integration support practices comply with data privacy, security standards, and regulatory requirements, including PII handling.

· Oversee security patching and vulnerability management for integration platforms and services.

Job Requirements

· 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.

· Experience working in Agile delivery models with a product-centric mindset is preferred.

· Experience in luxury retail, digital innovation, or enterprise transformation programs is an advantage.

Technical Skills

· Proficiency in Azure cloud services, particularly APIM, Logic Apps, and Functions.

· Experience with integration monitoring tools and ITSM platforms (ServiceNow, Jira, Azure DevOps).

· Knowledge of data privacy, security standards, and compliance considerations.

· Familiarity with scripting/automation tools (PowerShell, Python, etc.) for integration support automation.

· Experience with incident management frameworks and ITIL practices.