Lead II - Production Support

Summary:

• Duration: Full-time

Responsibilities:

• Lead and guide the team to manage support issue resolution within defined timelines.
• Coordinate and promote effective functioning of incident/problem management activities across all support teams.
• Contribute to the planning of application/infrastructure releases and configuration changes.
• Ensure Root Cause Analysis of all reported issues is completed within timelines and implement permanent fixes.
• Maintain a knowledge base of known support issues and resolutions.
• Create and maintain an application support service catalogue in coordination with other internal application teams.
• Ensure application monitoring mechanisms and performance tuning processes are in place.
• Provide input to implementation, backup, and roll-back plans.
• Maintain good working relationships with internal departments and third-party vendors and hosting providers.
• Create monthly performance reports and publish them to stakeholders.
• Handle critical customer escalations and manage appropriate stakeholder communications.
• Organize, facilitate, and lead technical teams to resolve major incidents.
• Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support.
• Mentor team members to become more effective in their roles and coach them on their career aspirations.

Requirements:

• Extensive knowledge and 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 coordinate among multiple teams and bring out the best in teamwork.
• Strong communication skills and the ability to handle critical customer escalations.
• Able to work in a high-paced, dynamic, and culturally diverse environment.

Preferred Skills:

• Ability to take up new challenges and explore new technology/tools.
• High level of commitment, initiative, enthusiasm, and vision.
• Excellent presentation and interpersonal skills.
• Ability to prioritize workload and provide timely and accurate resolutions.

Knowledge Examples:

• Appropriate software programs/modules.
• Experience in supporting enterprise customers.
• Operating Systems and software platforms.
• Integrated development environment (IDE).
• Agile methods.
• Knowledge base of customer domain and subdomain where the problem is solved.