Application Production Support Lead

2 weeks ago

Gurgaon, Haryana, India Publicis Sapient Full time
Job Description

Your Impact:

  • We are seeking a highly skilled and experienced Application Production Support Lead to oversee and manage the production support for our customer applications. This role requires hands-on experience, leadership abilities, and expertise in application-level debugging, incident handling, and issue resolution. The ideal candidate will handle a range of issues from P1 (Critical) to P3 (Low Priority) and manage multiple issues simultaneously in a fast-paced, support environment.
  • Provide 24x7 support for customer applications, ensuring high availability and performance.
  • Monitor application performance and system health, using appropriate tools and techniques.
  • Handle production incidents, including troubleshooting, root cause analysis (RCA), and resolution.
  • Act as the primary point of contact for all production support issues related to customer applications.
  • Prioritize and manage incidents based on severity (P1-P3) and business impact.
  • Coordinate with development teams for issue resolution and deploy fixes as required.
  • Conduct detailed application-level debugging to identify and resolve issues.
  • Analyze logs, trace files, and other diagnostic data to pinpoint problem areas.
  • Implement and test fixes and patches in a timely manner.
  • Perform in-depth root cause analysis for recurring issues and complex problems.
  • Document findings and implement preventive measures to avoid future occurrences.
  • Share RCA reports with relevant stakeholders and ensure learnings are incorporated into the application lifecycle.
  • Handle escalations from junior team members and ensure timely resolution.
  • Communicate effectively with stakeholders during high-impact incidents.
  • Maintain detailed documentation of escalations, including actions taken and outcomes.
  • Lead and mentor a team of production support engineers, providing guidance and support.
  • Conduct regular training sessions and knowledge sharing to upskill team members.
  • Ensure adherence to best practices and support processes.
  • Identify and implement process improvements to enhance support efficiency and effectiveness.
  • Develop and maintain support documentation, including incident reports, standard operating procedures, and knowledge base articles.
  • Communicate clearly and effectively with stakeholders, including technical teams, management, and business users.
  • Provide regular status updates and post-incident reviews.
  • Participate in on-call rotations as required.
  • Ensure compliance with ITIL and other relevant standards and frameworks
Qualifications

Your Skills & Experience:

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • 6-9.5 years of hands-on experience in application production support.
  • Proven experience in application-level debugging and incident management.
  • Strong background in handling P1-P3 issues and managing multiple issues simultaneously.
  • Trade Surveillance Prod Support
  • Capital Markets domain experience is a must and Surveillance domain is good to have.
  • Role aim is to respond to support requests, by email, chat, or call.
  • Communicate with end users to obtain support details.
  • Use ServiceNow to create, maintain and close incidents, problems.
  • Understanding and follow service management and change management processes.
  • Understand how to use and deploy using Jenkins.
  • Perform updates to process documents in response to support incidents. Engage external teams, and external vendors to resolve technology and business issues.
  • Generate queries using SQL and No-SQL to help resolve incidents.
  • Understand basic networking, internet protocols and encryption.
  • Exposure to Java or Python.
  • KX exposure and time series database exposure.
  • Ability to provide status reports / and share information in standup.
Additional Information

A Tip from the Hiring Manager: Join the team to sharpen your skills and expand your collaborative methods. Make an impact on our clients and their businesses directly through your work

Additional Information

  • Gender Neutral Policy
  • 18 paid holidays throughout the year
  • Generous parental leave and new parent transition program
  • Flexible work arrangements
  • Employee Assistance Programs to help you in wellness and well being

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