Lead I - Production Support

UST Healthproof

4 - 8 years

6 - 10 Lacs

kochi chennai thiruvananthapuram

Posted:2 weeks ago| Platform:

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Skills Required

performance tuning automation application support change management team management debugging agile incident management dbms sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Java,Aws,Sql,Team Management ","description":"

Role Proficiency:

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

Outcomes:

Lead and prioritise the Application Support teamwork load
Co-ordinate and promote effective functioning of problem management activities across all support teams
Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
Create and maintain knowledge base of known support issues and resolutions
Create and maintain application support service catalogue in coordination with other internal application teams
Create application monitoring mechanisms and performance tuning processes
Provide input for implementation backup and roll-back plans
Create daily and weekly status reports; publish to stake holders
Should be able to handle critical customer escalations
Lead technical teams in working towards resolving major incidents
Understands departmental and company policies procedures and business practices
Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles
Measures of Outcomes:
1. Adherence to engineering process and standards
2. Ensure that tickets\/incidents are fixed by all the resources in team within allotted time frame
3. Timely publication of reports and metrics to stakeholders
4. Handling of critical escalations
5. Adhere to SLAs where applicable
6. # of tickets or incidents fixed
7. # of non-compliance issues
8. Productivity standard of the project
9. # of reusable components or documents created
10. Participation in Knowledge Transfer to ensure better grasp of product
11. Completion of all mandatory training requirements
  Outputs Expected:
  RCA:
  
  Ensure Root Cause Analysis is performed for all issues as defined by the project
  
  Issue Resolution:
  
  Provide technical solution for resolving high priority and severity incidents
  
  Maintenance:
  
  Responsible for application upgrades and troubleshooting post upgrades
  in general maintenance of the entire system
  
  Best Practices:
  
  Create Incident Management best practices and ensure team adherence
  
  Innovative Value-adds:
  
  Responsible for identifying and developing innovative value adds that benefit the project\/customer\/organization
  
  Escalations:
  
  Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.
  
  Skill Examples:
  
  Extensive knowledge\/Experience in managing and triaging Production Support incidents and issues
  Experience working with distributed teams in different time-zones
  Strong commitment to quality and engineering excellence
  Ability to take on new challenges and explore new technology\/tools
  Strong communication skills
  Able to work in a high paced dynamic and culturally diverse environment
  High level of commitment initiative enthusiasm and vision
  Excellent presentation and interpersonal skills
  Prioritize workload providing timely and accurate resolutions
  
  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:
  
  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. ","

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