L3 Production Support Lead

2 weeks ago

Chennai, India Intellect Design Arena Full time

Job Description: L3 Production Support Lead

Location: Chennai (Bank Environment)

Work Schedule: Full-time, including 1st and 3rd Saturdays

About the Role:

We are seeking an experienced L3 Production Support Lead to join our banking/fintech operations team. The role involves leading a team of production support engineers, managing critical application issues, and ensuring seamless service delivery in a high-pressure, client-facing environment. The ideal candidate will have strong technical expertise, leadership skills, and a proven track record in the banking/fintech industry.

Key Responsibilities:

  • Lead and mentor a team of L1 & L2 production support engineers, fostering collaboration and ensuring timely resolution of issues.
  • Triage and prioritize customer-reported issues based on severity, ensuring minimal impact on business operations.
  • Utilize Java and SQL to troubleshoot, debug, and resolve complex application issues.
  • Manage incident tracking and resolution using ServiceNow, ensuring accurate documentation and reporting.
  • Develop and maintain Standard Operating Procedures (SOPs) for issue resolution and system maintenance.
  • Monitor and track application performance daily, proactively identifying and addressing potential issues.
  • Engage directly with end customers daily, providing updates, managing expectations, and ensuring high satisfaction.
  • Work onsite in a bank environment, adhering to strict security and compliance standards.
  • Collaborate with cross-functional teams to drive root cause analysis and implement permanent fixes.

Required Qualifications:

  • Experience: 7+ years in production support, with at least 3 years leading a team of support engineers in the banking/fintech industry.

  • Technical Skills:

  • Strong proficiency in Java for application troubleshooting and development.

  • Advanced SQL skills for database querying, optimization, and issue resolution.

  • Hands-on experience with ServiceNow for incident management and reporting.

  • Leadership: Proven ability to lead, mentor, and manage a team of production support engineers.

  • Customer Interaction: Extensive experience handling end customers daily, with excellent communication and issue-resolution skills.

  • Operational Expertise:

  • Experience creating and maintaining SOPs for production support processes.

  • Proficiency in daily application monitoring, tracking, and performance analysis.

  • Strong understanding of issue severity and prioritization in a customer-facing environment.

  • Industry Knowledge: Deep understanding of banking/fintech systems, processes, and compliance requirements.

  • Soft Skills: Exceptional attention to detail, problem-solving abilities, and a proactive approach to issue resolution.
  • Work Environment: Ability to work onsite in a bank environment with a schedule including the 1st and 3rd Saturdays.

Preferred Qualifications

  • Certifications in ITIL, ServiceNow, or Java.
  • Experience with additional monitoring tools (e.g., Instana, Dynatrace).
  • Familiarity with Agile methodologies in a support context.

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