Overview:  Precisely is a global leader in data integrity, providing accuracy and consistency in data for 12,000 customers in more than 100 countries, including 90 percent of the Fortune 100. Precisely’s data integration, data quality, location intelligence, and data enrichment products power better business decisions to create better outcomes. We are looking for talented individuals with the experience and motivation to join our innovative, fast-paced Precisely Team.

What you will do:  You will be leading high impact escalation and support operations for IBM Sterling B2B Integrator, Sterling File gateway products as part of the B2B Gateways. This role ensures swift resolution of critical customer issues, drives process consistency, and maintains operational excellence across global support teams.

• Lead and mentor a global L3 support team handling critical escalations and complex technical issues.
• Hands on Application product Development experience in past with Java stack, understanding build, deploy and CI/CD process
• Oversee the full escalation lifecycle—from intake and triage to action planning, resolution, and closure.
• Maintain and optimize L3 workflows, standard operating procedures (SOPs), and global coverage maps, ensuring follow-the-sun support.
• Serve as the primary escalation liaison across customer, support, engineering, and leadership teams.
• Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement.
• Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews.
• Engage proactively with customers to gather feedback and build trust during high-pressure escalations.
• Collaborate with product and engineering teams to triage defects and guide timely bug fixes or patches.

What we are looking for:

• 10+ years in enterprise support or technical operations, especially with IBM Sterling B2Bi or equivalent platforms.
• Proven experience managing high-severity escalations and leading L3 support teams.
• Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance.
• Exceptional stakeholder management and communication skills under pressure (both internal and external).
• Provide how many years of experience is required for this role – 10+ years
• Equivalent experience will be accepted in place of the education requirement.
• Extensive agile software development experience
• Fundamental Java, Cloud Technologies, Kubernetes knowledge
• Demonstrated experience driving continuous process improvement
• Ability to troubleshoot the issues with the teams

Preferred Requirements: 

• Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols).
• Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards.
• Exposure to hybrid or cloud migration strategies as part of evolving support models.
• SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability.

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