Senior Principal Swarm Lead (Informatica MDM, PIM, P360, C360 experience mandatory)

Serve as a senior individual contributor in Technical Support Engineering, leading swarm-based support for Sev1/Sev2 incidents. Act as the primary technical escalation point for strategic enterprise customers, driving root cause analysis and preventive action plans. Collaborate with engineering and product to resolve complex issues, influence improvements, and close knowledge gaps. Mentor senior support engineers, maintain runbooks and knowledge bases, and track swarm KPIs like MTTR and CSAT.