Technical Lead – Application Support & Maintenance (eCommerce)

Location: Orlando, FL

Job Description

We are seeking a hands-on Technical Lead to lead Application Support and Maintenance for a large-scale eCommerce platform. The ideal candidate will have strong experience in Production Support, Incident Management, Java, Spring Boot, CommerceTools, and Azure Cloud.

The Technical Lead will be responsible for maintaining application stability, resolving critical production issues, driving Root Cause Analysis (RCA), leading support teams, and implementing automation and AI-driven solutions to improve operational efficiency.

Key Responsibilities

• Lead Production Support and Application Maintenance activities for enterprise eCommerce applications.
• Serve as the primary technical escalation point for critical production incidents.
• Drive Incident, Problem, and Change Management processes.
• Conduct Root Cause Analysis (RCA) and implement preventive and corrective solutions.
• Monitor application health, performance, availability, and reliability.
• Troubleshoot complex issues across applications, APIs, integrations, and cloud environments.
• Collaborate with development, infrastructure, DevOps, and business teams to ensure operational excellence.
• Lead onsite/offshore support teams and drive continuous service improvements.
• Support production releases and ensure operational readiness.
• Identify and implement automation opportunities for repetitive support and operational activities.
• Leverage AI-powered tools, AIOps, and automation for incident analysis, troubleshooting, knowledge management, and operational efficiency.
• Drive AI-assisted workflows to improve issue resolution, proactive monitoring, and support productivity.
• Establish and maintain operational procedures, knowledge articles, and support documentation.

Required Skills

• 8+ years of experience in Application Support and Maintenance.
• Strong hands-on experience with:
  • Java
  • Spring Boot
  • REST APIs
  • Microservices
  • CommerceTools
• Strong knowledge of Azure Cloud services and application hosting.
• Extensive experience with:
  • Production Support
  • Incident Management
  • Problem Management
  • Root Cause Analysis
  • Performance Troubleshooting
  • Production Deployments
• Knowledge of WebLogic JMS, messaging systems, and event-driven architectures.
• Experience with technologies such as:
  • Kafka
  • Azure Event Hub
  • RabbitMQ
  • JMS
• Experience with monitoring and observability tools such as:
  • Splunk
  • Dynatrace
  • Grafana
  • Azure Application Insights
  • Similar monitoring/observability platforms
• Experience leading onsite/offshore application support teams.
• Strong troubleshooting, communication, leadership, and stakeholder-management skills.

Good to Have

• Knowledge of React.js and modern frontend architectures.
• Experience with Contentstack CMS or other headless content management platforms.
• Retail or eCommerce domain experience.
• Exposure to AI, AIOps, and support automation platforms.
• Understanding of ITIL and service management processes.
• Azure certifications.
• CommerceTools certifications.