Sr. Development L3 Manager

TL;DR

Sr. Development L3 Manager (Java/Enterprise): Lead global L3 engineering team managing critical customer escalations and resolving complex technical issues with an accent on root-cause analysis, process improvement, and cross-functional coordination. Focus on overseeing escalation lifecycle, driving product fixes and enhancements, and integrating AI tools for operational efficiency.

Location: Remote position anywhere in the US

Company

Leader in data integrity, empowering businesses to make confident decisions through software, data enrichment products, and services. AI-first organization with 2500 employees across 30 countries and presence in 20 offices over 5 continents.

What you will do

• Lead and mentor global L3 engineering team handling customer escalations and technical resolutions.
• Oversee full escalation lifecycle from intake to closure and product deliverables.
• Serve as primary liaison across customer, support, engineering, product, and leadership teams.
• Drive root-cause analysis, lessons-learned, and continuous team process improvements.
• Develop support KPIs, dashboards, incident reports, and conduct operational reviews.
• Collaborate with product and engineering to triage defects, deliver fixes, and reduce issues.

Requirements

• 10+ years in enterprise technical operations, especially IBM Sterling B2Bi or equivalent
• Proven experience managing customer escalations and leading engineering teams of 10-15 people.
• Expertise in incident management, ITIL, RCA, SLA enforcement, and escalation governance.
• Exceptional stakeholder management and communication skills at C-Suite level.
• Deep knowledge of enterprise software deployment, databases, OS, networking, integration, performance tuning.
• Fundamental Java, cloud technologies, Kubernetes; hands-on with build, deploy, CI/CD.
• Proficiency in applying AI/GenAI tools for engineering and support workflows.

Nice to have

• Hands-on with IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI).
• Experience with support tools (Salesforce, KCS, ticketing) and dashboards.
• Hybrid/cloud migration strategies, agile development, SRE practices (SLIs/SLOs, self-healing systems).

Culture & Benefits

• "Work from anywhere" culture celebrating diversity in distributed environment.
• Commitment to career development, growth, learning, and building community.
• Unified by core values: Openness, Determination, Individuality, Collaboration.