Lead I - Production Support

Job content

• 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
  

• 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
  

• Ensure Root Cause Analysis is performed for all issues as defined by the project
  

• Provide technical solution for resolving high priority and severity incidents
  

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

• Create Incident Management best practices and ensure team adherence
  

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

• Ensure the escalation matrix is followed in terms of handling L2 and L3 tickets by assigning it to the appropriate Point of contact.
  

• 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