DMS Vision Inc.
DMS Vision Inc.

Lead Production Support (100% Remote)

Remote • Posted 1 hour ago • Updated 1 hour ago
Contract Corp To Corp
Contract Independent
Contract W2
12 Months
No Travel Required
Remote
Depends on Experience
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Fitment

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Job Details

Skills

  • Production/Application Support
  • Incident Management
  • Problem Management
  • SLA Management
  • Root Cause Analysis (RCA)

Summary

Hi,

Hope you are doing well,

Please find the job description given below and let me know your interest.

Position: Lead Production Support (100% Remote)

Location: 100% Remote

Duration : 6+ month

 

Job Description: 
Role Overview : The Onsite Support Lead will act as the primary coordination point between the customer, offshore support team, infrastructure teams, and other application stakeholders. The role is responsible for driving production support operations, ensuring timely incident resolution, leading major incidents, performing problem management, and maintaining strong customer communication.

Key Responsibilities :

Incident Management

• Own and coordinate production incidents from identification through resolution and closure

• Lead Major Incident Management (MIM) activities for critical/high-priority production issues, ensuring timely engagement of relevant technical teams

• Drive incident triage, troubleshooting, impact assessment, escalation, and restoration of services

• Ensure incidents are handled according to agreed SLAs, priorities, and escalation procedures

• Coordinate with L1/L2/L3, development/product, infrastructure, database, network, and integration teams for resolution of cross-functional issues

• Provide clear and timely customer/stakeholder communications during critical incidents

• Ensure appropriate workarounds are identified and documented when permanent resolution requires additional investigation

• Maintain accurate incident documentation and ensure proper closure with supporting resolution details

Problem Management

• Lead root-cause analysis for recurring and high-impact production incidents

• Drive problem records through RCA, corrective actions, defect resolution, and closure

• Identify recurring incident patterns and recommend permanent fixes to improve application stability

• Coordinate with development/L3 teams for defects requiring application changes

• Track open problems, known errors, corrective actions, and dependencies through closure

• Facilitate RCA discussions with technical teams and communicate findings and corrective actions to customer stakeholders

• Drive preventive actions to reduce incident recurrence and improve overall service reliability

Mandatory Skills

Core Technical/Functional Skills

• Incident Management

• Problem Management

• Major Incident Management

• Production/Application Support

• Root Cause Analysis (RCA)

• SLA Management

• Escalation Management

• Stakeholder & Customer Management

• Change/Release Management

• Strong troubleshooting and analytical skills

• Excellent verbal and written communication

• Experience coordinating onsite/offshore support teams

Preferred Industry Experience

• Retail/POS application support experience

• Omni channel Commerce

• Supply Chain

• Merchandising & Inventory Analytics

Educational Qualifications

• Bachelor's or Master's Degree in Engineering/Technology, or related disciplines

Skills: Incident Management ~ Client Omni Store?

Experience Required: 10 & Above

If you are interested, please share your updated resume and suggest the best number & time to connect with you.

Ajit Kumar
US IT Recruiter, DMS VISION Inc

  |  

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91133942
  • Position Id: 3213-35330-1793718329
  • Posted 1 hour ago

Company Info

About DMS Vision Inc.

At DMS Vision, our main goal is to be an integral part of our customer’s success. With ambition to be a Global Premier Provider of innovative, value-based technology solutions, our team has the drive and determination to do whatever it takes to meet the needs of our clients. Through our services, we strive to save our client’s money, time and hassle in every way possible.

At DMS Vision, we provide IT Staffing, Software Development, Cybersecurity and IoT Development and Services.

Whenever we take on a new project, we take extensive measures to learn all that we can take care about our client’s business. This allows us to better understand their goals and become familiar with the company’s philosophy.

We combine the insights obtained from this unique perspective with our professional strategic processes to develop a detailed plan for achieving the client’s ultimate vision of accomplishment. Our collaborative approach to problem solving and our technological expertise enables us to tackle even the most complex of our customer’s problems.

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