Role: Support Engineer
Location: London (2 to 3 days office in a week)
Employment: Fulltime
Role Summary:
The lead will act as the primary onshore contact for IDMC and TIBCO EBX support, coordinating platform operations, incident management, deployments, service transition, offshore delivery, and client communication.
Key Responsibilities:
- Lead daily monitoring of IDMC and EBX platform health, Secure Agents, metadata scans, data-quality workflows, integrations, and scheduled jobs.
- Own high-priority incident coordination, perform technical triage, drive restoration, manage escalations, and support root-cause analysis.
- Coordinate Dev, UAT, and Production activities, including Secure Agent configuration, SSO/access issues, deployments, rollback planning, and post-deployment validation.
- Provide functional and technical guidance across IDMC services—CDGC, IDQ, and CDI—as well as EBX and PowerCenter.
- Oversee business glossary, data dictionary, metadata catalog, classification, ownership, and lineage maintenance.
- Lead or coordinate metadata migration from EDC or other legacy platforms to IDMC, including reconciliation and acceptance validation.
- Manage client-project onboarding, operational-readiness reviews, acceptance into service, go-live support, and hypercare.
- Create, review, and maintain runbooks, SOPs, monitoring checklists, incident guides, deployment procedures, and knowledge articles.
- Coordinate the offshore support team, assign work, track SLA adherence, review deliverables, remove blockers, and ensure complete shift handovers.
- Act as the bridge among client stakeholders, delivery managers, architects, QA, governance teams, release teams, infrastructure teams, and offshore support.
- Track incidents, problems, changes, risks, dependencies, and service improvements through Jira, Confluence, Azure DevOps, and applicable service-management tools.
- Provide regular service-status reporting, communicate risks clearly, and drive preventive actions and platform-stability improvements.
- Conduct KT sessions and ensure the support team can independently execute approved operational procedures.
Required Lead Capabilities:
- Strong hands-on production-support experience with IDMC and/or TIBCO EBX; exposure to both is highly preferred.
- Practical experience with Secure Agent monitoring/configuration, CDGC metadata scans and lineage, IDQ workflows, CDI executions, SQL, SSO, and multi-environment deployments.
- Experience managing business-critical incidents, change/release coordination, service transition, go-live, and hypercare.
- Ability to troubleshoot across application, data, integration, access, configuration, connectivity, and infrastructure layers.
- Strong client-facing communication, stakeholder coordination, task ownership, documentation, and team-guidance skills.
- Working knowledge of Agile delivery, Jira, Confluence, Azure DevOps, ITIL processes, SLAs, and operational reporting.
Skills & Tools ::
• IDMC (CDGC, IDQ, CDI), EBX, PowerCenter
• SQL, Secure Agent configuration, SSO, Azure DevOps
• Metadata management, data governance, data quality
• Agile delivery, Jira, Confluence
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
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