Lead Support Engineer - Alfresco

Responsibilities

• Lead, mentor, and manage a team of Alfresco support engineers across different shifts or geographies
• Conduct performance reviews, set KPIs, identify skill gaps, and coordinate training and professional development
• Manage support rotas, ensure 24/7/365 coverage (if applicable), and maintain optimal resource allocation
• Foster a collaborative, continuous-improvement culture focused on service excellence and high first-contact resolution rates
• Serve as the technical escalation point for complex, high-priority (P1/P2) incidents and critical system outages related to Alfresco platforms
• Troubleshoot and resolve complex issues involving Alfresco repositories, Solr indexing, Alfresco Share/Workspace, authentication (LDAP/Active Directory/OAuth2), and integrations (REST APIs, CMIS)
• Oversee root cause analysis (RCA) for major incidents and drive the implementation of preventative measures
• Monitor system health, performance metrics, and logs to proactively identify and mitigate potential bottlenecks
• Oversee routine maintenance tasks, including patch management, software upgrades, database maintenance, and backup/restore validations
• Ensure adherence to Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and ITIL best practices

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