Lead I - Production Support

5 - 7 Years
1 Opening
Chennai, Kochi, Trivandrum

Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes:

Measures of Outcomes:

Outputs Expected:

RCA:

Issue Resolution:

Maintenance:

Best Practices:

Innovative Value-adds:

Escalations:

Skill Examples:

Knowledge Examples:

• Appropriate software programs / modules
  • Able to give Knowledge transitions to the team as when required

  • Experience in supporting enterprise customers

  • Provide estimates for candidate Enhancement and Defect work to be included in release

  • Operating Systems and software platforms

  • Integrated development environment (IDE)

  • Agile methods

  • Knowledge base of customer domain and sub domain where problem is solved
  
  
  Additional Comments:

  Job Description: Lead – Production Support (Java + Operations) Role Overview We are looking for a Production Support Lead with strong Java expertise and proven experience in managing application support teams. This role is a balanced mix of technical hands-on problem solving (Java, troubleshooting, RCA) and operational leadership (team management, incident handling, stakeholder communication). You will lead the resolution of production issues, ensure stability of applications, and drive continuous improvements. Key Responsibilities Technical (50%) • Troubleshoot and resolve production incidents using Java, SQL, and related backend technologies. • Perform Root Cause Analysis (RCA) for recurring issues and implement permanent fixes. • Lead performance tuning, code debugging, and application monitoring activities. • Collaborate with development teams to deploy fixes, patches, and upgrades. • Maintain and optimize application support tools and scripts (automation/value-added solutions). • Define and follow best practices for incident resolution, logging, and monitoring. • Basics understanding of DBMS Operational Leadership (50%) • Lead and prioritize day-to-day workload for the application support team. • Ensure critical incidents are resolved within SLAs; take ownership of escalations. • Guide the team in effective incident, problem, and change management processes. • Publish daily/weekly status reports and metrics for stakeholders. • Maintain knowledge base and service catalogue for recurring issues and solutions. • Mentor and onboard new team members, ensuring strong technical/operational capability. • Coordinate with cross-functional teams during major incidents, backup planning, and rollbacks. Performance Measures • Timely closure of incidents and adherence to SLAs. • Quality of RCA and permanent fixes. • Team productivity and compliance with processes. • Reduction in repeat incidents through proactive measures. • Stakeholder satisfaction and quality of reporting. • Contribution to automation, reusable assets, and knowledge sharing. Skills & Experience Required • Strong hands-on troubleshooting skills in Java/J2EE, SQL, Spring, Web Services. • Experience in production support, incident management, and application monitoring. • Good understanding of ITIL processes (Incident, Problem, Change Management). • Exposure to application servers, logging frameworks, and performance tuning. • Excellent communication and stakeholder management skills. • Ability to lead, mentor, and motivate a support team.

Java,Aws,Sql,Team Management