Senior BPMS / IBM BAW Support Engineer

Role Overview

Senior BPMS / IBM BAW Support Engineer at TAWANTECH. This role provides operational support for enterprise Business Process Management (BPMS) and workflow applications as part of a 24x7 production support organization.

Role Purpose

Ensure the availability, stability, and performance of mission-critical business process solutions built on IBM Business Automation Workflow (BAW) and IBM WebSphere Application Server (WAS). Lead production incident resolution, monitor application health, troubleshoot complex workflow issues, and collaborate across development, middleware, infrastructure, and business teams to ensure seamless business operations.

Key Responsibilities

Production Support & Incident Management

• Provide Level 2/Level 3 production support for IBM BAW/BPMS applications.
• Lead troubleshooting and resolution of complex production incidents affecting business process applications.
• Perform Root Cause Analysis (RCA) and implement preventive measures to reduce recurring incidents.
• Ensure compliance with SLAs, operational standards, security policies, and ITIL best practices.

Application Monitoring & Health Management

• Monitor and support IBM Business Automation Workflow (BAW) runtime environments and workflow services.
• Monitor workflow instances, business services, and application health to ensure maximum availability.
• Drive operational improvements through automation, monitoring enhancements, and proactive health checks.

Technical Diagnostics & Performance Analysis

• Analyze application logs, JVMs, thread dumps, heap dumps, and system metrics to diagnose and resolve production issues.
• Perform JVM performance analysis and thread dump and heap dump analysis.
• Support performance tuning and capacity planning.

Infrastructure & Deployment Support

• Support Process Server, Process Center, and deployment environments.
• Manage application server configurations, clusters, and deployments on IBM WebSphere Application Server (WAS).
• Support application deployments, configuration changes, patches, and production releases.
• Perform production readiness reviews and post-deployment validation.

Collaboration & Leadership

• Collaborate with Development, Middleware, Infrastructure, Database, and DevOps teams during major incidents and releases.
• Mentor junior engineers and provide technical leadership during critical production incidents.

Documentation & Process Improvement

• Develop and maintain operational documentation, runbooks, knowledge base articles, and support procedures.

Qualifications & Experience

• 6–10+ years of experience in Application Production Support.
• Minimum 4+ years supporting IBM Business Automation Workflow (BAW) or IBM BPM in enterprise production environments.
• Strong hands-on experience administering IBM WebSphere Application Server (WAS).
• Experience supporting mission-critical workflow and business process applications.
• Experience troubleshooting clustered WebSphere environments and distributed enterprise applications.
• Banking or financial services experience is highly preferred.

Skills & Competencies

Core Technical Competencies

• IBM Business Automation Workflow (BAW) Administration.
• IBM BPM / BAW Runtime Support.
• Process Server and Process Center Administration.
• IBM WebSphere Application Server (WAS) Administration.
• Workflow and Business Process Monitoring.
• Production Troubleshooting and Root Cause Analysis.
• JVM Performance Analysis.
• Thread Dump and Heap Dump Analysis.
• Application Performance Monitoring.
• Log Analysis and Debugging.
• Linux Administration.
• SSL Certificate Management.
• Incident, Problem, and Change Management.
• DevOps and CI/CD support.
• Performance Tuning and Capacity Planning.

Technology Stack

• IBM Business Automation Workflow (BAW).
• IBM WebSphere Application Server (WAS).
• Java Enterprise Applications.
• Application Administration.
• IBM z/Linux.

Preferred Tools & Frameworks

• Familiarity with enterprise monitoring tools such as Dynatrace, Splunk, AppDynamics, or equivalent.
• Experience working within Agile, DevOps, and ITIL service management frameworks.