Lead Engineer-Prod Support

Job Description

Our story

At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to "Be Alight."

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It's why we're so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at

Job Title: Lead Engineer – Prod Support

Location: Gurugram, India

Experience: 6+

Job Summary:

A .NET Production Support Lead Engineer is responsible for ensuring the smooth and reliable operation of applications built on the .NET platform. This role involves troubleshooting, debugging, and resolving production issues, as well as contributing to the improvement and optimization of .NET applications, Senior developers in this area often have a deep understanding of .NET technologies and the ability to work with various stakeholders to address technical problems

Key Responsibilities:

• Troubleshooting and Debugging: Identifying and resolving production issues in .NET applications, including performance problems and errors.
• Production Support: Working with various teams to ensure the stability and reliability of .NET applications in a production environment.
• Performance Optimization: Analyzing and improving the performance of .NET applications, including database queries and code efficiency.
• Application Management: Managing the lifecycle of .NET applications, including deployment, updates, and upgrades.
• Documentation: Creating and maintaining documentation for .NET applications and related processes.
• Collaboration: Working effectively with other developers, testers, and stakeholders to resolve issues and improve applications.

• Communication: Effectively communicating technical issues and solutions to both technical and non-technical audiences.

• Provide application support and guidance for proprietary Leave of Absence Management software products while adhering to Alight's established SLAs.

• Troubleshoot incoming Incidents for Alight customer-facing applications/products as well as internal systems; if needed, convert Incidents into internal defect tracking system and route to appropriate individuals/groups for resolution.
• Update tickets weekly with status or upon request.
• Work with Development teams to provide information on defects and workflow for issues reported.
• Utilize monitoring systems and proactive measures to minimize unacceptable performance which may severely impact business processing.
• Work closely with multiple Shared Services units to ensure end-to-end visibility and optimal tuning of alerts/notifications.
• Act as liaison between internal/external customers and the Alight Software & Technology departments for timely resolution of requests/issues, in addition to working closely with Alight's Account Management organization to maintain positive relations with our customers.
• Attend meetings with customers, Operations, and/or other support teams to discuss open defects.
• Lead by example, take advantage of peer coaching opportunities to share knowledge and experience with others.
• Establish and maintain excellent partnerships with key internal providers of server, storage, network, platform services (middleware & database), and systems management - including Incident, Problem, and Change Management.
• Provide feedback to ensure Incident and Problem Management is a mechanism that feeds continuous improvement.
• Maintain a high level of integrity, courtesy, respect, and discretion while interacting with internal/external customers and vendors.
• Adhere to departmental procedures and best practices while looking for improvements whenever efficiencies or quality standards are not met.
• Working with stakeholders and fix agents via a variety of contact methods, including instant messaging, group chat applications, and email.
• Assist in updating and maintaining the team's knowledge repository, including a customer-facing SharePoint site, by posting status updates, creating new self-service documentation for customers and the team, and managing links to FAQ and self-service information.
• Assist with daily, weekly, and monthly reporting as required.
• Regularly review department metrics to identify trends in application defects and escalate appropriately.
• On-call support rotation required.

Required Skills and Qualifications:

• Strong knowledge of .NET technologies: such as Net core, C#, ASP.NET
• Experience with database technologies: such as SQL Server, Oracle, or MySQL.
• Experience with application performance monitoring tools: such as AppDynamics, New Relic, Elasticsearch.
• Experience working with AWS Cloud, Ansible, Git Hub
• Strong problem-solving and debugging skills: the ability to identify and resolve complex technical issues.
• Experience with Agile methodologies and DevOps practices: such as CI/CD pipelines.
• Excellent communication and collaboration skills: the ability to work effectively with diverse teams
• Exceptional customer service, interpersonal and communication skills (verbal and written), to positively influence other team members and partners. Ability to clearly and concisely communicate across technical and non-technical audiences.
• Strong technical/analytical skills with keen attention to detail.
• Ability to work under pressure, balancing multiple tasks and priorities while maintaining composure and resiliency to remain focused.
• Ability to participate in a weekly on-call rotation which includes nights, weekends, and holidays.
• Excellent knowledge of ITIL and service-based delivery models with 7x24x365 operations.
• Excellent track record of structured, logical, and methodical approach to problem solving, data gathering, analysis, and reporting.
• Proficiency with SQL Server including writing ad-hoc queries required.
• Application Support experience required.
• AWS or other Cloud provider experience required.
• Experience in Disability Case Management and/or Leave Management (FMLA) preferred but not required.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it's important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight's employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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