Production Support Lead

We are looking for a senior, technically strong professional who can manage a support team, drive root cause analysis, and coordinate closely with development and infrastructure teams.

Key Responsibilities:
- Lead the production support team, ensuring timely triage, prioritization, and resolution of application incidents within defined SLAs
- Act as the primary escalation point for critical production issues, major outages, and high-severity incidents
- Coordinate with development, QA, and infrastructure teams to drive root cause analysis and permanent fixes for recurring issues
- Monitor application health, batch jobs, and system performance, and proactively identify potential failure points
- Define and enforce production support processes, runbooks, and standard operating procedures
- Manage on-call rosters, shift schedules, and escalation matrices to ensure round-the-clock production coverage
- Track and report production support KPIs including incident volume, MTTR, SLA compliance, and recurring issue trends
- Review and approve production deployments, hotfixes, and emergency changes in coordination with change management
- Mentor and upskill support engineers, and conduct regular knowledge-sharing and training sessions
- Collaborate with business stakeholders to communicate incident status, impact, and resolution timelines during major outages

Required Skills and Qualifications:
- 10+ years of experience in application production support, L2/L3 support, or software maintenance roles, with at least 3 years in a leadership capacity
- Strong hands-on troubleshooting experience with enterprise applications, databases, and batch processing systems
- Working knowledge of SQL, scripting (Shell/Python), and log analysis for issue diagnosis
- Proficiency with ITSM tools such as ServiceNow, Remedy, or similar platforms for incident and change tracking
- Strong understanding of ITIL processes including incident, problem, and change management
- Excellent verbal and written communication skills in English and Hindi
- Prior experience leading production support teams in a 24x7 environment is preferred
- Bachelor's degree in Computer Science, IT, or a related discipline