Role Proficiency:

Handles Support related issues by leading and guiding the team to manage the support issue resolution within defined timelines

Outcomes:

      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 project

Issue Resolution:

Provide technical solution for resolving high priority and severity incidents

Maintenance:

Responsible for application upgrades and troubleshooting post upgrades
in general maintenance of the entire system

Best Practices:

Create Incident Management best practices and ensure team adherence

Innovative Value-adds:

Responsible for identifying and developing innovative value adds that benefit the project/customer/organization

Escalations:

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.