L1 Support Lead

Our Client, an IT Services and Consultant company, is looking for a L1 Support Lead for their Hartford, CT/ Hybrid location.
 
Responsibilities:

• Lead L2/L3 production support for microservices applications, ensuring adherence to SLAs/OLAs.
• Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
• Perform root cause analysis (RCA) for major incidents and drive permanent fixes/preventive actions.
• Monitor application health, logs, and performance metrics using Splunk, Grafana, AppDynamics, Prometheus.
• Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/OpenShift/container platforms.
• Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.
• Review and approve incident, problem, and change tickets (ITIL process) in tools like ServiceNow/JIRA.
• Guide and mentor a team of support engineers; assign tasks, review work, and ensure quality of resolutions.
• Drive automation initiatives using Python/PowerShell scripting and AI tools (Copilot/Claude/GPT) to reduce manual effort self-healing scripts, alert automation, runbook automation, code review assistance.
• Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.
• Participate in on-call rotation and manage major incident bridge calls when required.
• Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume, aging, trends).
• Support release management activities including deployment validation, smoke testing, and rollback planning.

• Experience with containerization & orchestration:
• Docker, Kubernetes/OpenShift.
• Cloud exposure:
• Azure (Preferred) / GCP.
• CI/CD tools:
• Jenkins, Git EMU / Git Actions, Azure DevOps.
• Database:
• MySQL, SQL Server, PostgreSQL, MongoDB.
• Programming Language:
• Java, Spring Boot Microservices, REST APIs.
• AI Tools / LLMs:
• GitHub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI  for code assistance, automation, and productivity gains in support workflows. · Monitoring/Observability Tools: Splunk, Grafana, AppDynamics, Prometheus.
• Middleware/Messaging:
• Kafka.
• Scripting: Python, PowerShell, or similar for automation.
• Soft Skills
• Strong analytical and problem-solving skills under time pressure.
• Excellent verbal and written communication for stakeholder and client interaction.
• Leadership and mentoring capability.
• Years of Experience: 10.00 Years of Experience

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities