Production Support Lead

2 days ago

Bengaluru, Karnataka, India Whitefield Careers Full time
Production Support Lead The Production Support Lead is a critical role within our organization, responsible for ensuring the reliability and efficiency of our production systems and processes. This position acts as the primary contact for all production support-related issues, working closely with cross-functional teams to resolve incidents and implement preventive measures. The Production Support Lead plays a major role in maintaining system stability, optimizing processes, and leading a team of support analysts. They ensure that production environments are supported effectively, minimizing downtime, and enhancing overall performance. By leveraging their technical expertise and leadership skills, the Production Support Lead contributes to continuous service improvement, aligning IT services with business needs. This role not only requires a solid understanding of technical systems and infrastructures but also necessitates strong communication and collaboration skills to interface with stakeholders at all levels.  Key Responsibilities
  • Lead the production support team in monitoring, maintaining, and enhancing production systems.
  • Oversee and prioritize incident and problem management, ensuring timely resolution of issues.
  • Act as a liaison between IT and business units to gather requirements and deliver solutions.
  • Analyze recurring issues and implement process improvements to enhance system reliability.
  • Develop and maintain documentation of systems, processes, and procedures.
  • Conduct root cause analysis for critical incidents and collaborate on solutions.
  • Ensure compliance with established SLA and maintain high levels of customer satisfaction.
  • Manage on-call support and ensure coverage during off-hours for critical systems.
  • Train and mentor junior support staff, providing guidance and performance feedback.
  • Coordinate with development teams regarding system enhancements and upgrades.
  • Participate in capacity planning and service lifecycle management.
  • Implement monitoring solutions to proactively detect and respond to issues.
  • Evaluate and recommend tools and technologies to improve support operations.
  • Prepare reports and metrics to evaluate team performance and system health.
  • Foster a culture of excellence and continuous improvement within the support team.
Required Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • strong problem-solving skills and experience in ITIL, SQL, Linux, and cloud-based environments.
  • 5+ years of experience in production support or IT operations.
  • Proven leadership experience managing technical support teams.
  • Strong understanding of ITIL framework, incident, and problem management.
  • Experience with monitoring tools and incident management software.
  • Familiarity with database management and application support.
  • Excellent troubleshooting and analytical skills.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • Strong communication skills, both verbal and written.
  • Proficiency in scripting languages for automation tasks.
  • Experience with cloud technologies and services.
  • Ability to understand technical documentation and system architecture.
  • Project management certification (e.g. PMP) is a plus.
  • Experience in a regulated environment (e.g. finance, healthcare) is desirable.
  • Ability to work collaboratively in cross-functional teams.
  • Commitment to continuous learning and staying current with industry trends.

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