(Only Locals) :: Java Production Support Lead :: Chicago, IL

Role: Java Production Support Lead 

Location: Chicago, IL  (Hybrid - 2 Days Onsite)

Contract: Long term

Interview Mode: Face to Face Mandatory

Production Lead with experience supporting client-facing applications, managing high-priority incidents, SLA compliance, and ServiceNow Problem Management. She has strong expertise in RCA, stakeholder coordination, incident escalation, and continuous improvement to ensure production stability and timely issue resolution.

Job Description: 

Lead production support operations for Wealth Management applications, ensuring application stability, availability, and optimal performance. Collaborate with Client Servicing, Engineering, Product, Security, Infrastructure teams, and external vendors to manage incidents, resolve production issues, and maintain a high level of service reliability while meeting SLA commitments.

Key Responsibilities:

    Manage and coordinate production incidents, service disruptions, and client-reported issues, ensuring timely resolution and minimal business impact.
    Monitor application health and performance using Dynatrace dashboards, alerts, services, and system performance metrics to proactively identify and address issues.
    Lead and coordinate major incident management calls, engaging the appropriate technical and business stakeholders to drive issue resolution.
    Provide regular status updates and communications to Client Servicing, business stakeholders, and leadership teams during critical incidents and outages.
    Partner with Engineering and Product teams to investigate recurring issues, perform root cause analysis (RCA), and track problem records (PRB) through resolution.
    Collaborate with Security teams and dependent application teams to resolve issues related to authentication, authorization, access management, and system integrations.
    Work closely with external vendors to investigate vendor-related issues, monitor progress, and ensure timely resolution.
    Manage certificate lifecycle and renewal activities, including expiration tracking, change coordination, testing, validation, and documentation.
    Coordinate Disaster Recovery (DR) testing, failover validation, resiliency exercises, and business continuity activities to ensure application readiness and recoverability.
    Develop and maintain Standard Operating Procedures (SOPs), runbooks, troubleshooting guides, escalation procedures, and support documentation.
    Prepare and present incident, problem, backlog, and trend analysis reports in ServiceNow, providing actionable insights to stakeholders and leadership.
    Coordinate client communications, including the publication of notifications, inline banners, outage communications, and maintenance notices.
    Support weekend production deployments and maintenance activities, executing application validation, smoke testing, and post-implementation verification (PIV).
    Investigate failed test results and coordinate with the appropriate teams to ensure prompt issue resolution.
    Ensure all incidents, changes, problem records, action items, and follow-up activities are accurately tracked and driven to completion.
    Drive continuous service improvement initiatives focused on system stability, operational efficiency, incident reduction, and SLA compliance.