100% Remote
Job Description: Onshore Support Lead / SDM Java Spring Boot Integration Platform (Discount Tire Account)
Position Title: Onshore Support Lead / Service Delivery Manager (SDM)
Location: Onsite (U.S. Onshore) / Remote-Onshore Hybrid
Experience Required: 10+ years
Technology Focus: Java, Spring Boot, API Integrations, Integration Platforms
Engagement: Production Support (L3), Coordination with Offshore Teams, Client-facing leadership
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Role Overview
We are seeking a highly skilled Onshore Support Lead / SDM to oversee and manage the production support operations of a Java Spring Boot based integration platform for our client, Discount Tire.
This role requires a seasoned professional with strong leadership capability, exceptional communication skills, and proven experience handling L3 production support teams in a distributed (onshore offshore) environment.
The ideal candidate must be capable of driving end-to-end service delivery, ensuring platform stability, managing stakeholder expectations, and leading improvement initiatives.
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Key Responsibilities
Service Delivery & Leadership
Lead the onshore support function and operate as the primary point of contact for Discount Tire s technology and business teams.
Manage L3 Production Support, ensuring timely resolution of incidents, defects, and performance issues.
Coordinate and drive P1/P2 incident calls to resolution with quick-on-your-feet thinking. Represent the Integration team in major incident calls with customer IT leadership.
Coordinate effectively with client and offshore teams, ensuring smooth handovers, clear documentation, and 247 coverage as required.
Own service KPIs including SLA compliance, ticket aging, problem recurrence, MTTR/MTBF, and stability metrics.
Conduct root-cause analysis (RCA) and drive permanent fixes and preventive mechanisms.
Technical Responsibilities
Provide deep technical oversight for Java-based integration systems built on Spring Boot, REST APIs, microservices, and cloud enabled services.
Review and guide resolution for complex production issues involving APIs, integration flows, authentication/authorization layers, performance bottlenecks, and downstream failures.
Support minor enhancements, deployment validation, configuration updates, and platform optimization activities.
Collaborate with architecture, development, DevOps, and QA teams for release planning and platform readiness.
Client & Stakeholder Management
Act as the onshore liaison for all support operations communicating status, risks, and action plans proactively.
Manage expectations of business users, product owners, and technical leaders at Discount Tire.
Present operational dashboards, RCA reports, and service improvement plans on a recurring basis.
Team & Process Management
Provide direction to offshore & onshore engineers and ensure adherence to operational processes (ITIL, incident/problem/change mgmt.).
Drive continuous improvement initiatives across monitoring, alerting, automation, and knowledge management.
Ensure knowledge transfer, SOP creation, runbooks, and platform documentation are consistently updated.
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Required Skills & Experience
Technical Must Haves
10+ years of IT experience with strong exposure to Java technologies.
Hands-on expertise with Java, Spring Boot, REST APIs, microservices, JSON, and integration frameworks.
Solid understanding of API Gateways, logging/monitoring tools (ELK, Splunk, Dynatrace, etc.), and CI/CD pipelines.
Working knowledge of cloud platforms (AWS/Azure) is preferred.
Other Tools
Experience in working with Service Now for incident management. Should be able to configure and create service Now reports for metrics measurement.
Experience in working with JIRA Atlassian for sprint planning, user story description, velocity tracking, defect triage and able to create JIRA dashboards for tracking KPI and Agile metrics.
Support & Delivery Must Haves
Mandatory experience leading L3 production support teams in an onshore offshore model.
Strong background in incident, problem, and change management processes.
Experience handling high severity incidents, driving war rooms, and ensuring service restoration within SLA.
Soft Skills
Exceptional communication skills verbal, written, and client-facing presence.
Strong coordination and collaboration capability across diverse teams.
Ability to handle pressure, multi-task, and operate in fast-paced environments.
Leadership maturity with proactive ownership and decision making ability.
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Good-to-Have Skills
Knowledge of integration patterns, event-driven architectures, and API lifecycle management.
Exposure to retail or automotive domain (bonus if previously worked with Discount Tire or similar accounts).
Experience in automation, scripting, or building support utilities.
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Why This Role Matters
This leadership role ensures the business critical integration platform at Discount Tire remains stable, scalable, and highly available. The Onshore Support Lead / SDM plays a strategic part in enabling seamless digital operations across customer and internal applications.
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