Production Support Lead

Experience Level: 6 to 8 years

Responsibilities:

• Lead and manage L1/L2/L3 production support operations, ensuring timely resolution of incidents and service requests.

• Proactively monitor production systems, applications, and infrastructure performance using tools like New Relic and AppDynamics.

• Ensure system uptime and reliability by implementing preventative maintenance and performance optimization measures.

• Collaborate with cross-functional teams to resolve critical production issues and minimize downtime.

• Conduct governance meetings to review incident trends, track service-level agreements (SLAs), and drive process improvements.

• Oversee security compliance, including firewall management, WAF, and risk mitigation efforts, to safeguard production systems.

• Develop and maintain detailed operational documentation, playbooks, and incident reports.

• Act as a point of contact for stakeholders, vendors, and external partners to address production-related concerns and ensure seamless communication.

• Mentor and guide the support team, fostering a culture of continuous improvement and accountability.

Skills & Qualifications:

• ITSM certified with demonstrated expertise in production support and incident management.

• Hands-on experience with APM tools (e.g., New Relic, AppDynamics) and No-SQL databases.

• Proficiency in shell scripting to automate routine tasks and enhance operational efficiency.

• Strong knowledge of IT infrastructure, including performance monitoring, optimization, and troubleshooting.

• Expertise in security controls, risk management, and compliance protocols.

• Solid understanding of database management and query optimization.

• Exceptional leadership, communication, coordination, and negotiation skills.

Preferred Attributes:

• Proven ability to work effectively under pressure and in fast-paced environments.

• Problem-solving mindset with a focus on delivering innovative solutions.

• Experience mentoring teams and driving operational excellence.

Industries:Computer Software, Consumer Electronics, Information Technology & Services