IBM FileNet (BAW) Technical Lead / Level 3 Support Engineer at Momentum Metropolitan Holdings Limited

Role Purpose    

• We are seeking an experienced IBM FileNet and Business Automation Workflow (BAW) Technical Lead to provide expert-level support, platform leadership, and technical governance for our enterprise content management and workflow platforms.
• This role combines hands-on Level 3 production support, platform engineering, architecture oversight, performance optimisation, and technical leadership.
• The successful candidate will act as the highest technical escalation point for FileNet and BAW-related incidents while driving platform stability, modernisation, automation, and operational excellence.

Requirements    

Qualifications

Essential

• IBM FileNet Certification.
• Relevant IBM FileNet administration experience.

Preferred

• IBM BAW Certification.
• Cloud certifications (AWS, Azure, OpenShift).
• ITIL Foundation.

Experience Requirements

Essential

• 5–8+ years' experience supporting IBM FileNet environments.
• Proven experience administering enterprise-scale FileNet platforms.
• Extensive Level 3 support experience within mission-critical environments.
• Experience leading complex troubleshooting and major incident resolution.
• Strong SQL and database troubleshooting experience.
• Experience with monitoring, observability, and platform optimisation.

Preferred

• Experience with IBM Business Automation Workflow (BAW).
• Experience in financial services or highly regulated environments.
• Experience leading technical teams or mentoring engineers.
• Experience with platform modernisation and cloud integration initiatives.

Duties & Responsibilities    

Technical Leadership

• Provide technical leadership for IBM FileNet and IBM BAW platforms.
• Define and maintain platform standards, operational procedures, and best practices.
• Guide development and support teams on FileNet and workflow solution design.
• Drive platform roadmaps, upgrades, and continuous improvement initiatives.
• Ensure solutions are scalable, secure, supportable, and aligned with enterprise architecture principles.

Level 3 Operational Support

• Serve as the highest escalation point for complex production incidents.
• Lead deep-dive troubleshooting and problem management activities.
• Conduct Root Cause Analysis (RCA) and implement permanent corrective actions.
• Manage critical incidents and support recovery activities.
• Ensure adherence to SLAs and operational support commitments.

FileNet Platform Administration

• Maintain and optimise IBM FileNet Content Manager environments.
• Administer Content Engine, Process Engine, and related FileNet services.
• Manage and enhance IBM Content Navigator (ICN), including plugin development and configuration.
• Support document lifecycle management, retention, and content services.
• Ensure platform security, resilience, and compliance requirements are met.

Business Automation Workflow (BAW)

• Support IBM BAW workflow solutions and environments.
• Troubleshoot workflow execution failures and integration issues.
• Work closely with business and development teams to improve workflow performance and reliability.
• Assist with workflow implementation, upgrades, and platform enhancements.

Performance, Monitoring & Observability

• Implement and optimise platform monitoring and observability.
• Analyse Java performance, memory utilisation, thread dumps, and garbage collection logs.
• Investigate and resolve platform performance bottlenecks.
• Develop telemetry, logging, and operational dashboards.
• Drive proactive monitoring and capacity planning initiatives.

Automation & DevOps

• Develop automation solutions using Python and Ansible.
• Support CI/CD pipelines and deployment automation.
• Integrate platform tooling with observability and enterprise monitoring solutions.
• Improve operational efficiency through automation and self-healing capabilities.

Database & Data Services

• Perform advanced SQL analysis and troubleshooting.
• Support DB2 databases and associated reporting requirements.
• Optimise database performance and workflow interactions.
• Assist with custom BI and reporting solutions where required.

Competencies    

Required Technical Skills

• Core Technologies
• IBM FileNet Content Manager
• IBM Business Automation Workflow (BAW)
• IBM Content Navigator (ICN)
• FileNet Platform Administration
• Workflow and Content Services Architecture
• Enterprise Content Management (ECM)

Development & Integration

• Java
• Java EE
• REST APIs
• SOAP Web Services
• XML / JSON
• Plugin Development
• WebSphere / Liberty Administration

Databases

• DB2 Advanced SQL development and troubleshooting

Monitoring & Operations

• Datadog or equivalent observability solutions
• Log analysis and telemetry pipelines
• Performance tuning and JVM optimisation
• Root Cause Analysis methodologies

Automation & Engineering

• Python
• Ansible
• Git
• Jenkins or similar CI/CD tooling

Cloud & Infrastructure

• Linux / UNIX
• AWS services such as S3, EC2, Athena or Glue
• IAM and security principles
• Hybrid cloud environments

Preferred Skills

• Elasticsearch / OpenSearch
• NGINX
• OpenShift / Kubernetes
• Enterprise integration platforms
• Records and information management experience

Behavioural Competencies

• Strong ownership and accountability.
• Excellent analytical and problem-solving skills.
• Ability to work effectively under pressure during critical incidents.
• Strong stakeholder engagement and communication skills.
• Self-driven and capable of working independently.
• Detail-oriented with a continuous improvement mindset.
• Collaborative leadership and mentoring capability.

Closing Date    

• 2026/07/27