Production Support Lead

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• Exposure to Gen AI tools is must and should have technical background to handle prod support issues ( development + support)
  

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• JD: USbank- New Position -Production Support LeadJob Title: Production Support Lead - Multi-Platform Product Support7-10GURGAON
  

• Incident & Problem Management: Lead the identification, analysis, and resolution of production issues across multiple platforms, ensuring minimal downtime and optimal system performance
• Cross-Functional Collaboration: Work closely with development, QA, and product teams to facilitate smooth transitions from development to production, ensuring that all releases meet quality standards and are deployed efficiently
• Root Cause Analysis & Continuous Improvement: Conduct thorough root cause analyses for recurring issues and implement long-term solutions to prevent future occurrences. Drive initiatives to enhance product reliability and customer satisfaction
• Monitoring & Performance Tuning: Oversee the monitoring of system performance, analyzing metrics and logs to proactively identify potential issues and optimize system efficiency
• Documentation & Knowledge Management: Maintain comprehensive documentation for support procedures, system configurations, and incident resolutions. Develop and update internal knowledge bases to empower support teams and end-users
• Team Leadership & Development: Lead and mentor a team of support engineers, fostering a culture of continuous learning and improvement. Provide training and guidance to junior team members, ensuring adherence to best practices and service level agreements (SLAs)
• Stakeholder Communication: Serve as the primary point of contact for escalated production issues, providing timely and clear communication to stakeholders and ensuring alignment on resolutions and timelines
• Exposure to Gen AI tools is must and should have technical background to handle prod support issues ( development + support)