Employee

Job Description

Job Title: L3 Support Lead (Chief Manager)

Location: Mumbai

Job Summary:

We are seeking a highly skilled and experienced L3 Support Lead for our microservices-based applications. In this critical role, you will be responsible for leading a team that provides expert-level technical support, troubleshooting, and resolution for complex production issues within our distributed microservices architecture. You will work closely with development, DevOps, and other support teams to ensure the stability, performance, and reliability of our systems, minimizing downtime and ensuring a seamless user experience.

Responsibilities:

- Lead L3 Support Operations:

- Oversee and manage the daily operations of the L3 microservices support team, including incident management, problem management, and root cause analysis (RCA).
- Act as the primary point of escalation for critical and complex production issues that cannot be resolved by L1 or L2 support.
- Drive the resolution of high-severity incidents, ensuring timely communication to stakeholders and minimal impact on business operations.
- Implement and enforce ITIL best practices for incident, problem, and change management.
- Develop and maintain comprehensive documentation, runbooks, and knowledge articles for microservices troubleshooting and resolution.

- Technical Expertise & Troubleshooting:

- Possess deep technical expertise in microservices architecture, design patterns, and common challenges (e.g., inter-service communication, distributed tracing, data consistency).
- Perform in-depth analysis and debugging of complex issues across various microservices, including code-level investigation.
- Identify recurring problems and proactively implement permanent fixes and preventive measures.
- Utilize monitoring, logging, and tracing tools (e.g., Splunk, ELK Stack, Prometheus, Grafana, Jaeger) to diagnose and resolve issues.
- Hands-on experience with containerization (Docker) and orchestration (Kubernetes) technologies for deploying and managing microservices.

- Team Leadership & Mentorship:

- Lead, mentor, and coach a team of L3 support engineers, fostering their technical growth and problem-solving skills.
- Allocate work, set priorities, and ensure efficient workload distribution within the team.
- Conduct code reviews and provide constructive feedback to ensure adherence to best practices and high-quality solutions.
- Promote a culture of continuous learning, knowledge sharing, and proactive problem-solving within the team.

- Collaboration & Communication:

- Collaborate effectively with development teams, DevOps engineers, QA, and other internal teams to facilitate rapid issue resolution and implement long-term solutions.
- Communicate clearly and concisely with both technical and non-technical stakeholders regarding incident status, root causes, and resolution plans.
- Participate in post-incident reviews to identify areas for improvement and implement preventative measures.

- Continuous Improvement:

- Contribute to the continuous improvement of support processes, tools, and automation to enhance efficiency and reduce mean time to resolution (MTTR).
- Stay up-to-date with the latest industry trends, technologies, and best practices in microservices, cloud computing, and support operations.
- Propose and implement innovative solutions to recurring problems and system bottlenecks.

Required Skills and Qualifications:

- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
- 8+ years of experience in IT support, with at least 3-5 years in an L3 support role focusing on microservices architectures.
- Strong hands-on experience with at least one major programming language (e.g., Java, Python, Node.js, Go) used in microservices development.
- In-depth understanding of microservices architecture principles, design patterns (e.g., API Gateway, Service Mesh, Event-Driven Architecture), and distributed systems.
- Proficiency with containerization technologies (Docker) and orchestration platforms (Kubernetes).
- Experience with cloud platforms (AWS, Azure, GCP) and cloud-native services.
- Expertise in troubleshooting and debugging complex applications in a distributed environment.
- Hands-on experience with monitoring, logging, and alerting tools (e.g., Splunk, ELK Stack, Prometheus, Grafana, AppDynamics, Dynatrace).
- Strong knowledge of relational and NoSQL databases (e.g., MySQL, PostgreSQL, MongoDB, Cassandra).
- Familiarity with messaging queues (e.g., Kafka, RabbitMQ) and API management.
- Experience with CI/CD pipelines and DevOps practices.
- Excellent problem-solving, analytical, and critical thinking skills.
- Strong leadership, communication (verbal and written), and interpersonal skills.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- ITIL certification is a plus.

Preferred Qualifications:

- Bachelors/Master's degree in a relevant field.
- Certifications in cloud platforms (e.g., AWS Certified Solutions Architect, Azure Solutions Architect).
- Experience with site reliability engineering (SRE) principles.
- Prior experience in a leadership or team lead role within a technical support environment.

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