Job Description

Job Purpose *

L2 Production Support Lead is responsible for managing 2nd level production support team on the day-to-day maintenance of application system. His task includes leading, guiding and providing direction to production support team on problem analysis, troubleshooting application issues and issues resolution.

Key Responsibilities *

Lead, manage and coordinate Production Support team on planned activities based on assigned shifts. Subjected to change as and when assigned by Head of Production Support.

Non peak days

Normal Shift: 8:45am to 5:45pm

Afternoon Shift: 2:00pm to 11:00pm

Peak days (7 days in a month are designated peak days)

Normal Shift: 8:00am to 6:00pm

Afternoon Shift: 2:00pm to 11:00pm

Meet critical application availability targets, identify and drive opportunities for service improvement.

Manage high severity incidents with customer impact with focus of recovering services.

Manage incident trends with focus to close the loop on problems/incidents.

Manage activities to ensure availability of applications meets SLAs.

Manage business volumes against IT resources allocated to ensure adequate capacity.

Manage patch management strategy, manage certificate and encryption key renewals.

Drive improvements to processes and design enhancements to automation to continuously improve the production environment.

Drive root cause analysis to prevent recurrence of problem incidents.

Manage direct reports, ensuring correct performance metrics are set and regular interventions are in place to achieve quality outcomes

Complete other task to be assigned by Head of Production Support.

Comply with all company policies and procedures.

On-call standby support 24x7.

Job Specification *

Qualifications

(Basic Degree/Diploma etc)

Bachelor’s Degree or equivalent experience required

Professional Qualification and/or Regulatory, Licensing requirements

NA

Relevant Work Experience

5+ years of overall experience in professional software engineering

At least 4+ years of hands-on experience as production support engineer

Required Competencies and Skills *

Competencies/Skills

(Essential to succeed in this job)

Knowledge of best practices and IT operations in an always-up, always-available service (e.g ITIL)

Strong critical thinker with problem solving aptitude.

Hands-on experience in Unix/Linux systems and SQL.

Good interpersonal and communication skills at all levels.

Strong verbal, written & presentation skills.

Good knowledge in the following

Application platform – IBM Websphere

Containerization platform – Kubernetes, Dockers

Database – DB2, MySQL, Oracle, MongoDB

Monitoring tools - DynaTrace or other monitoring tools.