Job Summary

ASM / Production Support

• Provide L2/L3 production support for Workato integrations within an enterprise ASM/BAU environment.
• Monitor recipes and integrations for failures, latency, throughput and data-processing issues.
• Troubleshoot incidents and perform Root Cause Analysis (RCA) for recurring integration failures.
• Manage incident, problem, change and release activities in accordance with agreed SLAs.
• Drive reduction in MTTR, recurring incidents and manual interventions through automation and permanent fixes.
• Perform proactive health checks and identify opportunities for performance and reliability improvement.
• Support releases, patches, enhancements and changes with appropriate impact assessment and rollback planning.

Maintain runbooks, SOPs, KEDB, integration inventory and operational documentation

Key Responsibilities

Implementation & Development

• Design, develop and configure Workato recipes for enterprise integrations across HR, WFM, Finance, Payroll, SaaS and custom applications.
• Translate business and technical requirements into scalable integration solutions.
• Design API-led, event-driven, batch and real-time integration patterns.
• Develop and manage REST/SOAP APIs, webhooks, custom connectors, transformations and reusable integration components.
• Configure robust exception handling, retry mechanisms, logging, alerts and reconciliation controls.
• Conduct unit testing, SIT and regression testing, and support business teams during UAT.
• Support deployment, cutover, go-live and hypercare activities.
• Ensure solutions comply with enterprise architecture, security and Workato development standards.

Skill Requirements

Required Technical Skills

• 4–8+ years of integration experience, with strong hands-on Workato experience.
• Strong knowledge of Workato recipes, connections, triggers, actions and reusable components.
• Experience with REST APIs, SOAP, JSON, XML, OAuth, webhooks and API authentication.
• Strong understanding of data mapping, transformation and validation.
• Experience implementing error handling, retries, exception management, logging and monitoring.
• Experience integrating enterprise applications such as SAP, UKG, ServiceNow, Salesforce, Oracle or other SaaS platforms.
• Good working knowledge of SQL and database integration.
• Understanding of integration security, credentials, access controls and environment management.
• Experience with release management, CI/CD and version-control practices is desirable.

Other Requirements

ASM / Delivery Experience

• Experience working in enterprise AMS / BAU support models.
• Strong incident management, troubleshooting and RCA capability.
• Understanding of Incident → Problem → Change → Release lifecycle.
• Experience supporting business-critical integrations against defined SLAs/SLOs.
• Ability to work across implementation, hypercare and steady-state support teams.
• Experience operating in complex multi-country and multi-system landscapes.
• Strong stakeholder communication and coordination across business, application and infrastructure teams.

Preferred Qualifications

• Workato Professional / Automation Pro certification or equivalent Workato certifications.
• Experience supporting global enterprise integration landscapes.
• Exposure to Workforce Management / HR / Payroll integrations, particularly UKG or similar platforms.
• Experience working with ServiceNow-based incident/change processes.
• Experience in onsite-offshore/global delivery models.