Lead I - Production Support

Thiruvananthapuram, Kerala Kochi, Kerala
Permanent
Full-time

6 days ago

Job Description:Role Proficiency:Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelinesOutcomes: * Lead and prioritise the Application Support team’s work load

Co-ordinate and promote effective functioning of problem management activities across all support teams
Responsible for prioritization of incidents ensuring the incidents are completed in a timely and high-quality manner
Perform Root Cause Analysis of all reported issues and apply permanent fixes to prevent re-occurrence
Create and maintain knowledge base of known support issues and resolutions
Create and maintain application support service catalogue in coordination with other internal application teams
Create application monitoring mechanisms and performance tuning processes
Provide input for implementation backup and roll-back plans
Create daily and weekly status reports; publish to stake holders
Should be able to handle critical customer escalations
Lead technical teams in working towards resolving major incidents
Understands departmental and company policies procedures and business practices
Ensure new team members are brought up to speed and mentor reporting team members to become more effective in their roles

Measures of Outcomes: * Adherence to engineering process and standards

Ensure that tickets/incidents are fixed by all the resources in team within allotted time frame
Timely publication of reports and metrics to stakeholders
Handling of critical escalations
Adhere to SLAs where applicable
# of tickets or incidents fixed
# of non-compliance issues
Productivity standard of the project
# of reusable components or documents created
Participation in Knowledge Transfer to ensure better grasp of product
Completion of all mandatory training requirements

Outputs Expected:RCA: * Ensure Root Cause Analysis is performed for all issues as defined by the projectIssue Resolution: * Provide technical solution for resolving high priority and severity incidentsMaintenance: * Responsible for application upgrades and troubleshooting post upgradesin general maintenance of the entire systemBest Practices: * Create Incident Management best practices and ensure team adherenceInnovative Value-adds: * Responsible for identifying and developing innovative value adds that benefit the project/customer/organizationEscalations: * Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.Skill Examples: * Extensive knowledge/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 take on new challenges and explore new technology/tools
Strong communication skills
Able to work in a high paced dynamic and culturally diverse environment
High level of commitment initiative enthusiasm and vision
Excellent presentation and interpersonal skills
Prioritize workload providing timely and accurate resolutions

Knowledge Examples:

Appropriate software programs / modules
Able to give Knowledge transitions to the team as when required
Experience in supporting enterprise customers
Provide estimates for candidate Enhancement and Defect work to be included in release
Operating Systems and software platforms
Integrated development environment (IDE)
Agile methods
Knowledge base of customer domain and sub domain where problem is solved

Additional Comments:Job Description: Lead – Production Support (Java + Operations) Role Overview We are looking for a Production Support Lead with strong Java expertise and proven experience in managing application support teams. This role is a balanced mix of technical hands-on problem solving (Java, troubleshooting, RCA) and operational leadership (team management, incident handling, stakeholder communication). You will lead the resolution of production issues, ensure stability of applications, and drive continuous improvements. Key Responsibilities Technical (50%) • Troubleshoot and resolve production incidents using Java, SQL, and related backend technologies. • Perform Root Cause Analysis (RCA) for recurring issues and implement permanent fixes. • Lead performance tuning, code debugging, and application monitoring activities. • Collaborate with development teams to deploy fixes, patches, and upgrades. • Maintain and optimize application support tools and scripts (automation/value-added solutions). • Define and follow best practices for incident resolution, logging, and monitoring. • Basics understanding of DBMS Operational Leadership (50%) • Lead and prioritize day-to-day workload for the application support team. • Ensure critical incidents are resolved within SLAs; take ownership of escalations. • Guide the team in effective incident, problem, and change management processes. • Publish daily/weekly status reports and metrics for stakeholders. • Maintain knowledge base and service catalogue for recurring issues and solutions. • Mentor and onboard new team members, ensuring strong technical/operational capability. • Coordinate with cross-functional teams during major incidents, backup planning, and rollbacks. Performance Measures • Timely closure of incidents and adherence to SLAs. • Quality of RCA and permanent fixes. • Team productivity and compliance with processes. • Reduction in repeat incidents through proactive measures. • Stakeholder satisfaction and quality of reporting. • Contribution to automation, reusable assets, and knowledge sharing. Skills & Experience Required • Strong hands-on troubleshooting skills in Java/J2EE, SQL, Spring, Web Services. • Experience in production support, incident management, and application monitoring. • Good understanding of ITIL processes (Incident, Problem, Change Management). • Exposure to application servers, logging frameworks, and performance tuning. • Excellent communication and stakeholder management skills. • Ability to lead, mentor, and motivate a support team.Skills:Java,Aws,Sql,Team ManagementAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST

Apply Now