Production Support Lead

Job Information

Date Opened

07/10/2025

Job Type

Permanent

RSD NO

11413

Industry

IT Services

Min Experience

8

Max Experience

10

City

Chennai

State/Province

Tamil Nadu

Country

India

Zip/Postal Code

600018

Job Title: L3 Production Support Engineer Location: Pune/Bangalore Job Type: Full-time Job Summary: We are looking for a highly skilled L3 Production Support Engineer to join our team. This position will focus on providing advanced technical support for our production systems, specifically in Java applications, Microservices, and MySQL databases. The ideal candidate will have extensive experience in L3 support, troubleshooting complex production issues, and applying ITIL best practices in a fast-paced environment. As part of the L3 support team, you will be responsible for handling critical incidents, resolving complex problems, managing escalations, and providing guidance to L1 and L2 support teams. Strong communication skills and the ability to collaborate with cross-functional teams are essential to success in this role. Key Responsibilities: L3 Incident Management: Provide advanced technical troubleshooting and resolution for critical production issues related to Java-based applications, Microservices, and MySQL databases. Production Monitoring: Proactively monitor the health and performance of applications and databases in the production environment. Use tools to identify potential issues before they impact end-users. Root Cause Analysis: Perform deep-dive analysis of incidents and outages, identify root causes, and work with development teams to implement permanent fixes. Escalation Management: Act as the final escalation point for complex issues raised by L1/L2 teams. Provide expert advice and resolution for high-priority incidents. Change Management: Collaborate with the Change Management team to plan and execute system upgrades, patches, and deployments in accordance with ITIL processes. Performance Optimization: Optimize the performance and reliability of Microservices and database queries in production. Collaboration with DevOps and Development Teams: Work closely with DevOps, development, and QA teams to ensure smooth transitions from development to production, and support ongoing maintenance and enhancements. Documentation: Maintain detailed documentation for operational procedures, troubleshooting guides, incident reports, and post-mortem analysis. Knowledge Transfer: Share expertise and provide mentoring to L1 and L2 teams on technical troubleshooting, process adherence, and best practices. On-call Support: Participate in a rotation for on-call support to ensure 24/7 availability for production issues. Required Skills & Qualifications: Strong experience in L3 Production Support: At least 6+ years of hands-on experience in supporting production systems with a focus on Java, Microservices, and MySQL. Proficiency in Java: Advanced knowledge of Java programming, debugging, and troubleshooting in production environments. Microservices: Deep understanding of Microservices architecture, deployment, and troubleshooting in a distributed environment. MySQL Expertise: Strong experience in MySQL database management, query optimization, and troubleshooting in production systems. ITIL Knowledge: Hands-on experience in applying ITIL processes (Incident Management, Problem Management, Change Management) for production support. Advanced Troubleshooting: Ability to diagnose and resolve complex production issues quickly and effectively, while minimizing service disruption. Problem Solving: Strong analytical skills with the ability to think critically and implement solutions under pressure. Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders. Team Collaboration: Proven ability to work effectively with cross-functional teams (development, QA, DevOps) in a fast-paced environment. Monitoring Tools: Experience with monitoring tools (e.g., Nagios, Prometheus, Grafana) to track system health and performance. Preferred Skills & Qualifications: Cloud Platforms: Familiarity with cloud-based environments (AWS, Azure, etc.) and containerization (Docker, Kubernetes) is a plus. Automation Tools: Knowledge of automation tools like Ansible, Jenkins, or similar is an advantage. Incident Response: Experience with advanced incident response and coordination during high-severity production incidents. ITIL Certification: ITIL Foundation or Intermediate certification is desirable. Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field. 6+ years of experience in L3 Production Support, with a strong focus on Java, Microservices, MySQL, and ITIL processes. Why Join Us: Be part of a dynamic team supporting high-impact, mission-critical applications. Gain exposure to cutting-edge technologies and diverse system architectures. Opportunities for growth and development within a collaborative and innovative work culture. Work in a fast-paced, exciting environment with the support of a talented team of professionals.