Production Support Lead

Production Support & Incident Management Own L1/L2 production support for web applications, internal and external client facing Act as primary escalation point for critical production incidents (P1/P2) Lead incident triage, resolution, and communication with stakeholders Ensure SLA adherence and timely issue resolution Coordinate on-call support and support rotations Root Cause Analysis & Problem Management Perform root cause analysis (RCA) for recurring or major incidents Drive permanent fixes and preventive actions Maintain problem records and track remediation progress Identify systemic issues and recommend platform improvements Release & Change Management Support production deployments and release validation Review change requests for production readiness Coordinate with Solution teams during releases as required Ensure rollback plans and post-deployment verification Application and Platform Management Monitor platform health, integrations, and integrity Knowledge of SRE tools like Dynatrace, Elk, and PagerDuty Troubleshoot Issues Related To Web Application deployed on Windows and Linux () Integrations (REST/SOAP APIs, middleware, RDBMS) User Security, Certificates, authentication, and authorization issues Ensure compliance with best practices Stakeholder & Team Leadership Act as face of delivery team for Service Requests and adhoc business support activities Provide clear status updates during incidents and outages Mentor and guide support analysts Drive continuous improvement in support processes Documentation & Governance Maintain runbooks, SOPs, and knowledge articles Improve monitoring, alerting, and automation Support audits, compliance, and governance standard

Lead L1/L2 production support and incident management for web applications, acting as the primary escalation point for critical issues. Responsible for root cause analysis, release validation, and maintaining platform health through monitoring and governance.

Requires expertise in troubleshooting web applications on Windows and Linux, including API integrations and RDBMS. Candidates should be proficient with SRE tools like Dynatrace and ELK, and possess strong leadership skills to mentor analysts and manage stakeholders.

• LinuxPreferred

Identified from the job description. Confirm important requirements above.

• Production Support
• Incident Management
• Root Cause Analysis
• SLA Adherence
• Release Management
• Change Management
• Dynatrace
• ELK Stack
• PagerDuty
• REST/SOAP APIs
• RDBMS
• Windows Server
• Linux
• Stakeholder Management
• SRE Tools
• Technical Documentation

• Software
• Technology
• Management & Leadership
• Customer Service & Support
• Consulting

Minimum experience

5+ years

Apply by

Feb 9, 2027

Posting language

English

Working hours

40 hours per week

Seniority

Mid-Senior level

Application method

Direct apply is available