Production Support Lead

We are looking for a Production Support Lead to oversee and manage critical applications in production environments. The role involves ensuring system stability, handling incidents efficiently, leading root cause analysis, and coordinating with development and infrastructure teams to drive permanent fixes. You will be responsible for managing a support team, setting up monitoring practices, and continuously improving operational processes to achieve maximum availability and performance.

Key Responsibilities:

• Lead and manage the Production Support team, providing guidance, mentorship, and performance oversight.
• Serve as the primary escalation point for production incidents, ensuring timely resolution and minimal downtime.
• Monitor system performance, availability, and health using automated tools and dashboards.
• Conduct incident analysis and drive root cause investigations with cross-functional teams.
• Establish and maintain runbooks, support playbooks, and standard operating procedures.

• Foster a culture of continuous improvement through automation, process optimization, and knowledge sharing.

   

Requirements:

• Proven experience (3+ years) in Production Support, Application Support, or other relevant roles.
• Solid knowledge of incident management, problem management, and ITIL practices.

• Hands-on expertise in monitoring and alerting tools (e.g., Grafana, Prometheus, AppDynamics).

  Would be a Plus:

• Experience in environments with strict compliance, security, or high-availability requirements.
• Exposure to automation tools.
• Knowledge of microservices architecture and distributed systems troubleshooting.