- Company Name
- Enterprise Solutions Inc.
- Job Title
- Principal Technical Lead – Customer Platforms
- Job Description
-
**Job Title**
Principal Technical Lead – Customer Platforms
**Role Summary**
Lead technical strategy and hands‑on incident response for high‑impact customer platforms (Web, Mobile, Amazon Connect, Decisioning, Analytics). Own non‑functional performance, observability, and release governance while partnering with product and business stakeholders to ensure reliable, high‑performing customer journeys.
**Expectations**
- Deliver expert architectural guidance and incident leadership.
- Drive continuous improvement of platform reliability, observability, and technical debt reduction.
- Mentor and elevate support engineers’ technical capabilities.
**Key Responsibilities**
- Lead diagnostics, root‑cause analysis, and decision‑making during high‑severity incidents.
- Own Problem Management: high‑quality RCAs, defect backlog control, pattern identification, and preventive actions.
- Define, implement, and enforce NFRs (availability, latency, error budgets, SLOs/SLIs).
- Establish observability standards across logs, metrics, traces, and alerting.
- Review release plans, rollback strategies, and performance test outcomes for critical customer journeys.
- Collaborate with business/product teams on launch readiness, peak traffic planning, experimentation, and risk mitigation.
- Drive operational hardening: timeouts, retries, bulkheads, circuit breakers, resiliency patterns.
- Mentor L1.5 and L2 support engineers, improving technical depth and operational maturity.
- Develop and standardize runbooks and incident playbooks for consistent response.
**Required Skills**
- Deep expertise in microservices architecture, APIs, and distributed systems.
- Hands‑on experience with Azure and AWS cloud platforms.
- Strong understanding of event‑driven architectures (Kafka or equivalent).
- Proficiency in observability tools (logging, metrics, distributed tracing) and performance tuning.
- Domain knowledge in Card/Payments: authorization flows, instant credit decisioning, account servicing, dispute/chargeback lifecycle.
- Ability to lead cross‑functional technical discussions and make risk‑based decisions under pressure.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
- 10+ years in application architecture, production support leadership, or platform engineering.
- Professional cloud certifications preferred (e.g., AWS Certified Solutions Architect, Azure Solutions Architect Expert).