Production Support Lead

3 weeks ago

Bengaluru, India Kruya Vyakaranam Pvt Ltd Full time

Overview:

We are seeking a highly skilled and experienced Lead Application Support Engineer (LSE) to join our team. The LSE will be responsible for managing and leading a team of application support specialists to ensure the smooth operation and maintenance of SaaS Product VLife - Vendor Life Cycle Management. You will work closely with cross-functional teams to identify and resolve technical issues, provide technical guidance and support to team members, and implement best practices for application support and maintenance.


Responsibilities:

1. Lead and manage a team of application support specialists, providing guidance, mentorship, and support to ensure the team's success.

2. Collaborate with cross-functional teams, including software development, QA, and IT operations, to identify, troubleshoot, and resolve technical issues impacting the performance and availability of our software applications.

3a. Setup production system infrastructure like helpdesk, ticketing system, SLA, escalation matrix, review strategy etc..

3b. Prioritize and manage the resolution of incidents and service requests according to established SLAs and priorities, ensuring timely and effective resolution.

4. Develop and maintain technical documentation, including support procedures, troubleshooting guides, and knowledge base articles, to facilitate efficient issue resolution and knowledge sharing.

5. Implement and maintain monitoring and alerting systems to proactively identify and address potential issues before they impact system performance or availability.

6. Participate in the design and implementation of enhancements and improvements to our software applications to improve stability, scalability, and performance.

7. Conduct regular performance reviews, provide feedback, and support the professional development of team members.

8. Stay up-to-date on industry trends, best practices, and emerging technologies related to application support and maintenance, and make recommendations for process improvements and tooling enhancements.


Requirements:

1. Bachelor's degree or Diploma

2. Proven experience (8-10 years) in a lead or senior role in SaaS based application support, preferably in a software development environment.

3. Strong technical background with experience in troubleshooting and resolving complex technical issues related to software applications, databases, and infrastructure.

4. Experience with incident management, problem management, and change management processes and tools.

5. Excellent leadership and team management skills, with the ability to motivate, coach, and develop team members.

6. Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate technical concepts to non-technical stakeholders.

7. Experience with Agile methodologies and DevOps practices is a plus.

8. Certifications such as ITIL, AWS, or Microsoft Azure are desirable but not required.

9. Exposure to Azure, .Net, MS-SQL is must

10. In-depth knowledge of vendor lifecycle management processes, including risk assessment, due diligence, onboarding, contract management (creation, negotiation, approval, execution), and performance monitoring is essential

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