Assistant Manager - EDMS Lead - Morning Shift

Company Overview
10Pearls is a global, purpose-driven AI-Native digital engineering partner helping businesses re-imagine, ‎digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, ‎transformative ‎digital products that leverage emerging technologies. ‎10Pearls' clients ‎include Global 2000 enterprises, high growth mid-size ‎businesses, and some of the most exciting ‎start-ups from industries like healthcare, fintech, ‎energy, education, ‎real estate, retail, and hi-tech. ‎Headquartered in the Washington DC metro area, 10Pearls has product engineering and ‎software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.

Role
10Pearls is seeking an Assistant Manager – Production Support (EDMS Lead) to manage end-to-end production support for enterprise digital platforms, including EDMS and Digital Workers (Power Automate). This role sits within a complex banking environment and is responsible for ensuring application stability, incident resolution, system monitoring, and cross-functional coordination across IT, vendors, and business teams. You will act as a key support lead, ensuring smooth BAU operations, driving root cause analysis, and contributing to automation and operational improvements.

Responsibilities
Production Support Ownership

• Own end-to-end L1/L2 production support for EDMS and associated digital platforms
• Ensure system stability, uptime, availability, and SLA adherence
• Proactively monitor application health, logs, and performance metrics
• Identify recurring issues and drive permanent fixes with engineering teams

Incident & Problem Management

• Lead incident triaging, prioritization, escalation, and resolution
• Perform detailed root cause analysis (RCA) for production issues
• Maintain incident logs, RCA documentation, and knowledge base articles
• Ensure fast recovery during high-severity incidents and minimize downtime
• Implement preventive actions to avoid recurrence of issues

Application & Technical Support (EDMS Ecosystem)

• Support enterprise applications built on WebLogic, Java, Oracle DB, and Unix/Linux
• Perform log analysis, debugging, and issue investigation across system layers
• Work closely with development teams to resolve technical defects
• Support Digital Workers (Power Automate) including execution monitoring, failure handling, and troubleshooting

Stakeholder & Vendor Management

• Coordinate with business users, IT teams, and product owners for issue resolution
• Communicate incident status, impact, and resolution timelines clearly
• Collaborate with vendor teams for escalations, patches, and fixes
• Manage expectations across multiple stakeholders during incidents and releases

Change, Release & UAT Support

• Support release validation, deployment verification, and UAT readiness
• Validate fixes and enhancements before production deployment
• Ensure compliance with change management, audit, and security standards
• Support requirement validation from production perspective

Monitoring, Reporting & Continuous Improvement

• Monitor system alerts, dashboards, and operational KPIs
• Prepare incident reports, RCA summaries, and weekly/monthly dashboards
• Identify automation and process improvement opportunities
• Contribute to reducing manual effort and improving turnaround time

Requirements

• 5+ years of experience in application production support / L2 support roles
• Experience in banking, financial services, or enterprise-scale environments preferred
• Strong understanding of incident, problem, and change management processes
• Hands-on experience with Oracle DB (SQL queries, troubleshooting, performance analysis)
• Working knowledge of Java-based applications for debugging purposes
• Experience with WebLogic or similar application servers (preferred)
• Strong Unix/Linux skills for log analysis and system troubleshooting
• Exposure to Microsoft Power Automate or similar workflow/RPA tools
• Familiarity with monitoring tools and production dashboards
• Strong analytical and troubleshooting abilities
• Excellent communication skills (written and verbal)
• Ability to work under pressure in high-severity incident environments
• Strong ownership and accountability mindset
• Ability to manage multiple incidents and priorities simultaneously

Nice to Have

• Exposure to Azure DevOps or cloud-based environments
• Experience with automation/RPA support environments
• Knowledge of security, audit, and compliance frameworks
• Understanding of monitoring/alerting tools and observability practices

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