L2 Production Support lead

5 hours ago

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

Role Overview

We are seeking an experienced L2 Production Support Lead to oversee application support for critical systems in the BFSI domain. The ideal candidate will lead an L2 support team, ensure application stability, manage escalations, and drive incident resolution. This role requires hands-on expertise in Java, SQL, Unix, and Shell scripting, along with leadership skills to manage production support operations end-to-end.

Key Responsibilities

  • Lead the L2 production support team, ensuring smooth functioning of business-critical BFSI applications.
  • Oversee monitoring, incident management, and service request fulfillment.
  • Perform deep-dive analysis using SQL for data-related issues.
  • Manage application stability, including job monitoring, log analysis, and troubleshooting.
  • Collaborate with L3/development teams for defect resolution and permanent fixes.
  • Drive automation of recurring tasks and process improvements.
  • Ensure adherence to SLAs, escalation protocols, and compliance requirements.
  • Conduct root cause analysis (RCA) and present reports to stakeholders.
  • Coordinate with business users, infrastructure teams, and external vendors when required.
  • Mentor and guide team members, providing technical and process leadership.

Technical Skills Required

  • Strong hands-on knowledge of Java/J2EE for debugging and support.
  • Proficiency in SQL (Oracle, Sybase, or MySQL) complex queries, performance tuning, and data fixes.
  • Expertise in Unix/Linux environment and Shell scripting.
  • Experience with batch scheduling/monitoring tools (Control-M, Autosys, or similar).
  • Familiarity with incident management systems (ServiceNow, JIRA, Remedy).
  • Exposure to middleware servers (WebLogic, WebSphere, Tomcat).
  • Knowledge of monitoring tools (Splunk, AppDynamics, Dynatrace, or similar).
  • BFSI domain experience is highly preferred.

Leadership & Soft Skills

  • 5–10 years of experience, with at least 2–3 years leading L2 support teams.
  • Strong stakeholder and client management skills.
  • Excellent problem-solving, decision-making, and escalation management.
  • Ability to lead shifts, manage priorities, and coordinate across multiple teams.
  • Strong communication and presentation skills

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