DotNet Application Support Lead (L3 / Production Support)

Job Title: Application Support Lead (L3 / Production Support)

Location - REMOTE / Must work EST hours

Role Summary:

We are seeking a proactive and ownership-driven Application Support Lead, to oversee production stability, incident management, and continuous improvement for enterprise applications. This role goes beyond traditional support-focusing on preventing issues, driving root cause resolution, and improving system reliability across the application landscape.

The ideal candidate brings strong production support experience, solid SQL and application troubleshooting skills, and a mindset centered on operational excellence and business continuity.

Key Responsibilities

Production Stability & Ownership

Own end-to-end health and stability of critical applications in production

Monitor system performance, batch jobs, and integrations proactively

Identify risks and prevent incidents before they occur

Incident & Problem Management

Lead L2/L3 incident triage, troubleshooting, and resolution

Drive war rooms for high-severity incidents (P1/P2)

Perform detailed Root Cause Analysis (RCA) and ensure permanent fixes

Reduce recurrence through systematic improvements

Monitoring & Observability

Leverage tools (Splunk, App Insights, Dynatrace, etc.) for:

o Log analysis

o Performance monitoring

o Trend identification

Enhance alerting mechanisms to improve signal vs noise

Build dashboards for real-time system visibility

Application & Data Troubleshooting

Debug issues across:

o .NET applications / APIs

o Batch processes (SSIS or equivalent)

o Database layers

Use SQL to:

o Analyze data issues

o Support reconciliation scenarios

o Validate system behavior

Continuous Improvement & Automation

Identify opportunities to automate repetitive support tasks

Develop and maintain runbooks/playbooks

Improve MTTR, incident trends, and support efficiency

Release & Environment Management

Support production deployments and post-release validation

Perform smoke testing and environment sanity checks

Ensure stability across environments and dependency systems

Cross-Team Coordination

Collaborate with Development, Infrastructure, DB, and Vendor teams

Own issues end-to-end and drive closure across teams

Act as a bridge between technical teams and business stakeholders

Stakeholder Communication

Provide clear, concise updates during incidents

Translate technical issues into business impact

Present RCA findings and improvement plans to leadership

Required Skills & Experience

Core Skills (Must-Have)

Strong production support (L2/L3) experience

Excellent incident management and RCA skills

Solid SQL querying and data analysis capabilities

Experience with monitoring/logging tools (e.g., Splunk, Dynatrace, App Insights)

Working knowledge of:

o .NET applications / APIs

o Batch processing (SSIS or similar)

Behavioral & Leadership Skills

Strong ownership mindset (thinks beyond tickets)

Highly proactive in identifying and mitigating risks

Excellent communication and stakeholder management

Ability to lead incident bridges and coordinate multi-team resolution

Nice-to-Have

Exposure to automation scripting (PowerShell, Python)

Knowledge of ITIL processes

Experience in healthcare payer or similar domain

Familiarity with cloud environments (Azure preferred)

Success Metrics (What Good Looks Like)

Reduction in incident recurrence

Improved MTTR (Mean Time to Resolve)

Increased monitoring coverage & alert effectiveness

Stable production releases with minimal post-release issues

Strong stakeholder confidence and communication

Experience

10+ years in application/production support

Prior experience in lead or senior support role preferred

Important Note:

This role is not ticket-driven support. It is focused on ownership, reliability engineering, and proactive problem solving, ensuring long-term stability and continuous improvement of production systems.