L3 Java Technical Support Lead
3 weeks ago
Job Title : Java Level 3 Technical Support Engineer
Location : Bangalore (Hybrid)
Experience : 8 to 10 Years
We are seeking a highly skilled and motivated Java Level 3 Technical Support Engineer to join our dynamic team. As the L2/L3 Team Lead in Technical Support, you will be responsible for providing leadership and direction to a team of technical support professionals.
This role involves overseeing issue verification, root cause analysis, and driving effective solutions.
The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to mentor and lead a team.
Responsibilities :
- Lead and oversee the verification and validation of reported issues for timely resolution.
- Spearhead root cause analysis and debugging procedures to identify and address underlying technical issues.
- Exercise authority in managing the severity, priority, and timelines for issue resolution.
- Take charge of configuration updates as required for system enhancements or issue resolution. Delegate infrastructure, service, or report job issues to the Network Operations Center (NOC) team for efficient resolution.
- Direct hotfix code development (Java and databases) and validation for code-related challenges.
- Collaborate effectively with the engineering team for resolution of complex code issues.
- Cultivate transparent communication with L1 support and upper management, ensuring a clear flow of information.
- Provide leadership and mentorship to the L2 support team, ensuring efficiency and effectiveness in issue resolution.
- Drive continuous improvement in issue resolution processes and ensure comprehensive documentation of procedures.
Expertise AND Qualification :
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Total Experience of about 8 - 10 years, and leading the team from last 3 - 5 years.
- Proven experience in a technical support role, with a focus on issue resolution and team leadership.
- Strong knowledge of Java and databases, with the ability to direct hotfix code development.
- Excellent problem-solving and root cause analysis skills.
- Effective communication skills with both technical and non-technical stakeholders.
- Leadership and mentoring abilities to guide and develop the L2 support team.
- Commitment to continuous improvement and documentation of support processes.
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