Job Description

Job Summary

The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.

Key Responsibilities

1. Act As A Point Of Escalation For Complex And High-Priority Customer Issues By Utilizing Advanced Problem-Solving Skills And Technical Expertise To Ensure Timely And Effective Resolution.
2. Conduct Root Cause Analysis For Critical Issues, Utilizing Data Analysis Tools And Methodologies To Establish Preventive Measures That Reduce Future Defects And Enhance Product Reliability.
3. Collaborate Closely With Product Management, Development, And Qa Teams By Providing Strategic Feedback On Product Improvements, Influencing Design Decisions, And Ensuring Alignment With Evolving Customer Needs And Expectations.
4. Provide Comprehensive Technical Assistance To Team Members By Facilitating Knowledge Sharing And Mentoring, Enabling Them To Resolve Customer Issues Efficiently And Effectively.
5. Drive Continuous Improvement Initiatives For Support Processes And Workflows By Identifying Opportunities For Innovation, Automation, And Efficiency Enhancements, Implementing Best Practices To Optimize Service Delivery.

Skill Requirements

Should have 5-10 yrs of experience with Application Production Support.

Automation & DevOps Tools

Version Control - GitHub / Bitbucket (Required) Jenkins (Required) Ansible (Playbooks) (Preferred) XLR (or similar orchestration tools) (Preferred) AI/Automation tools (preferred)

Monitoring & Observability

Splunk (Required) Dynatrace (Required) OpenTelemetry (OTel) (Preferred)

Amazon CloudWatch (Preferred)

Application Tech Stack:

AWS (Required) Postgres/Oracle (Required)

Shell Scripting (Required)

Pivotal Cloud Foundry (PCF) (Required)

Casandra, Kafka (Preferred) Python (Preferred) Experience with event-driven systems and streaming platforms is good to have.

Other Requirements

1. Itil Foundation Certification Is Preferred But Not Mandatory.
2. Certifications Related To Product Support And Customer Service Management Are Optional But Valuable.