Application Production Support Expert

Production Support Lead

The position of Production Support Lead is responsible for overseeing and managing 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 high to low priority and manage multiple issues simultaneously in a fast-paced, support environment.
• They will provide 24x7 support for customer applications, ensuring high availability and performance.
• Monitoring application performance and system health using appropriate tools and techniques is a critical aspect of this role.
• Incident handling includes troubleshooting, root cause analysis (RCA), and resolution.
• The Production Support Lead will act as the primary point of contact for all production support issues related to customer applications.
• Incidents will be prioritized and managed based on severity and business impact.
• Coordination with development teams for issue resolution and deployment of fixes as required is also part of this role.
• Conducting detailed application-level debugging to identify and resolve issues is essential.
• Analysis of logs, trace files, and other diagnostic data to pinpoint problem areas is also necessary.
• Implementation and testing of fixes and patches in a timely manner is crucial.
• Root cause analysis for recurring issues and complex problems must be performed thoroughly.
• Documentation of findings and implementation of preventive measures to avoid future occurrences is also necessary.
• Sharing RCA reports with relevant stakeholders and ensuring learnings are incorporated into the application lifecycle is essential.
• Escalations from junior team members must be handled timely and effectively.
• Communication with stakeholders during high-impact incidents is critical.
• Maintenance of detailed documentation of escalations, including actions taken and outcomes, is necessary.
• Leading and mentoring a team of production support engineers, providing guidance and support is an important aspect of this role.
• Conducting regular training sessions and knowledge sharing to upskill team members is also necessary.
• Adherence to best practices and support processes must be ensured.
• Process improvements to enhance support efficiency and effectiveness must be identified and implemented.
• Development and maintenance of support documentation, including incident reports, standard operating procedures, and knowledge base articles, is necessary.
• Clear and effective communication with stakeholders, including technical teams, management, and business users, is critical.
• Regular status updates and post-incident reviews must be provided.
• Participation in on-call rotations as required is necessary.
• Compliance with ITIL and other relevant standards and frameworks must be ensured.

Required Skills and Qualifications

• 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 high to low priority issues and managing multiple issues simultaneously.
• Capital Markets domain experience is a must and Surveillance domain is good to have.
• Understanding of service management and change management processes.
• Knowledge of Jenkins and ability to use it for deployment.
• Ability to perform updates to process documents in response to support incidents.
• Generation of queries using SQL and No-SQL to help resolve incidents.
• Understanding of basic networking, internet protocols, and encryption.
• Exposure to Java or Python.
• Ability to provide status reports and share information in standup.

Additional Benefits

• 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.

Company Description

A digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers.