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Tier-1 brand and remote posting but specialized MDM/Informatica skills and seniority limit broad competition.
Requires niche MDM/Informatica enterprise support experience, reducing cross-industry transferability.
Mandatory 10+ years and specific Informatica MDM/PIM/P360/C360 expertise increases shortlisting strictness.
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Lead and coordinate high-severity (Sev1/Sev2) customer escalations across support, engineering, and product teams using a swarm-based support model.
Serve as primary technical contact for strategic and enterprise customers during critical incidents, driving root cause analysis and preventive action plans.
Mentor senior support engineers, influence product improvements by identifying recurring issues, and track swarm KPIs such as mean time to resolve and customer satisfaction.
Minimum 10+ years of experience in technical support, professional services, or software engineering.
Mandatory experience with Informatica MDM, PIM, P360, or C360 technologies and deep expertise in data integration or cloud data management platforms.
Proven experience managing high-severity customer escalations in an enterprise SaaS environment.
Strong knowledge of cloud infrastructure, APIs, and enterprise software architectures; excellent communication skills with ability to engage C-level stakeholders.
Experienced in leading or principal-level technical support roles, particularly in swarm or war-room style escalation environments.
Strategic problem-solver who can drive collaboration across support, product, and engineering teams to deliver rapid and effective customer issue resolution.
Strong operational focus on minimizing escalations' mean time to resolve (MTTR) and improving customer satisfaction through root cause analysis and preventive actions.