Production Support : Lead

Production Support Leader

• Location: United States : Remote
• Position Type: Open for Contract / Contract-to-Hire / Full TimFull-Time
• Experience: 10+ Years (Minimum 3+ Years in a Leadership Role)

Job Summary:

We are looking for a Production Support Leader to oversee the end-to-end support operations for business-critical applications in a dynamic, high-availability environment. This role requires deep technical expertise, a strong sense of ownership, and the ability to lead and mentor a team of support engineers. The ideal candidate will excel at incident management, process improvement, stakeholder communication, and ensuring production system stability.

Key Responsibilities:

• Lead a team of production support specialists in managing and supporting real-time applications
• Act as the point of escalation for critical issues and drive resolution with cross-functional teams
• Manage the incident lifecycle, including triaging, prioritizing, and performing Root Cause Analysis (RCA)
• Coordinate on-call schedules, shift handovers, and team workflows to ensure 24/7 coverage
• Monitor system health, logs, and alerts using monitoring tools (e.g., Splunk, AppDynamics)
• Collaborate closely with development, QA, DevOps, and infrastructure teams for timely issue resolution
• Maintain compliance with SLAs and quality benchmarks for incident resolution
• Drive continuous improvement across support operations, tooling, and documentation
• Prepare weekly/monthly reports for incidents, uptime, and RCA trends
• Participate in release management, change control, and production readiness reviews

Required Skills & Experience:

• 10+ years of IT experience, with at least 2+ years in a production support leadership role
• Strong background supporting Java-based applications in Linux/Unix environments
• Proficient in incident management tools such as ServiceNow, Jira, or similar
• Hands-on experience with log monitoring tools like Splunk, ELK, or Dynatrace
• Familiarity with CI/CD pipelines using tools like Jenkins, Git, and Bitbucket
• Intermediate-level scripting skills in Shell, Python, or Perl
• Solid database knowledge: SQL, Oracle, MongoDB, etc.
• Experience with cloud platforms: AWS, Azure, or Google Cloud Platform
• Ability to manage on-call rotations and provide support during critical outages

Preferred Qualifications:

• Prior experience in healthcare, finance, or e-commerce domains
• Experience with containerization (e.g., Docker, Kubernetes)
• Familiarity with ITIL practices and certified in ITIL Foundation (preferred but not mandatory)
• Proven experience building and improving production support processes and documentation
• Experience in preparing and presenting operational status reports to senior leadership

Soft Skills:

• Excellent communication, leadership, and team management skills
• Ability to remain calm and lead effectively during high-pressure incidents
• Strong decision-making and prioritization abilities
• Customer-focused mindset and proactive problem-solving attitude