L3 Support lead

2 weeks ago

Bengaluru Mumbai Pune, India eClerx Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Role Overview - (looking for immediate Joiner or who can join within 30days)

We are seeking an experienced L3 Support Lead with strong expertise in Java development, messaging systems, and databases. The ideal candidate will take ownership of production support (L3 level), manage escalations, and lead issue resolution while ensuring application stability and continuous improvement.

Key Responsibilities

  • Lead the L3 support team for business-critical applications.
  • Troubleshoot and resolve complex production issues in a timely manner.
  • Provide root cause analysis (RCA) and implement permanent fixes.
  • Ensure adherence to SLAs, and manage escalations effectively.
  • Work with development teams to enhance application stability and performance.
  • Collaborate with cross-functional teams, including infrastructure, DevOps, and business users.
  • Contribute to automation of recurring tasks and process improvements.
  • Mentor and guide junior team members in support best practices.

Technical Skills Required

  • Core Java and Java frameworks with strong debugging and problem-solving skills.
  • Solid understanding of Design Patterns and their application in support scenarios.
  • Hands-on experience with Kafka (preferred) or RabbitMQ.
  • Strong working knowledge of SQL, Sybase, and MongoDB.
  • Familiarity with CI/CD pipelines and source code management via GitHub.
  • Proven ability to work in 24/7 production support environments (on-call rotation may apply).

Leadership & Soft Skills

  • 5+ years of experience with at least 2 years in L3 production support.
  • Strong leadership skills to manage and coordinate an L3 support team.
  • Excellent communication skills for client interaction and stakeholder management.
  • Ability to prioritize tasks, manage incidents, and coordinate across teams.

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