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Production Support Lead

3 months ago

india Getinz Full time

Incident Management and Response:

  • Capability to lead a support team and respond to incidents promptly, follow incident management procedures, and coordinate with cross-functional teams for resolution.
  • Understanding of incident severity levels and appropriate escalation paths
AWS proficiency
  • Should be very good with AWS services relevant to hosting web applications (e.g., EC2, S3, RDS, Lambda, CloudWatch, IAM, ECS, ECR).
  • Experience in monitoring tools((e.g., CloudWatch, ELK Stack, Prometheus, etc.).
  • Knowledge of NoSQL Database
Web application knowledge :
  • Familiarity with client server architecture and components (e.g., front end technologies, back-end frameworks, databases, Python).
  • Understanding of HTTP/HTTPS protocols and web servers (e.g., Apache, Nginx).
Troubleshooting and Problem-Solving :
  • Ability to diagnose and resolve issues related to application performance, availability, and security.
  • Proficient in using monitoring and logging tools to identify and analyze system issues (e.g., CloudWatch, ELK Stack, Prometheus).
  • Serve as the primary point of contact for major incidents, promptly initiating incident response procedures, coordinating resolution efforts, and ensuring timely
Communication with stakeholders
  • Take ownership of the production system, proactively monitor system health, identify potential issues, and implement measures to minimize downtime.
  • Lead and manage a team of support engineers, providing mentorship, guidance, and support to ensure efficient incident resolution and continuous improvement.
  • Ensure SLAs for incident response and resolution are consistently met or exceeded, monitoring performance metrics and implementing process improvements as needed.
  • Track and manage problem tickets, conducting thorough investigations to identify root causes and implementing permanent solutions to prevent recurrence.
  • Act as a gatekeeper for changes and fixes to the production system, overseeing change management processes to minimize risk and ensure the integrity of production environments.
  • Coordinate with stakeholders, including the development team, to address incidents that require changes or fixes to the production system, ensuring alignment and facilitating incident resolution.
  • Willing to work in shifts, primarily in the Eastern Timezone, to provide 24/7 support coverage as needed.
Qualifications :
  • Bachelor's degree in computer science, Information Technology, or a related field.
  • Proven experience in a production support role, with a strong understanding of incident management, problem management, and change management processes.
  • Demonstrated leadership skills, with experience managing a team of support engineers and driving collaboration and teamwork.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with technical and non-technical stakeholders at all levels.
  • Strong analytical and problem-solving abilities, with a keen attention to detail and a commitment to delivering high-quality solutions.
  • Experience working in a fastpaced, dynamic environment, with the ability to prioritize tasks and manage multiple priorities effectively.
  • Shift Timings - US Shifts

(ref:hirist.tech)