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 EDMS Manager to lead production support for enterprise digital platforms, including EDMS and Digital Workers. This role is ideal for an experienced production support professional with strong technical expertise in enterprise applications, stakeholder management, and team leadership. You will oversee application stability, incident management, platform operations, and continuous improvement while leading cross-functional teams to deliver reliable, secure, and high-performing digital solutions.

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