Job Purpose
L2 Production Support Lead is responsible for managing 2nd level production support team on the day-to-day maintenance of application system. His task includes leading, guiding and providing direction to production support team on problem analysis, troubleshooting application issues and issues resolution.
Key Responsibilities
- Lead, manage and coordinate Production Support team on planned activities based on assigned shifts. Subjected to change as and when assigned by Head of Production Support.
- Non peak days
- Normal Shift: 8:45am to 5:45pm
- Afternoon Shift: 2:00pm to 11:00pm
- Peak days (7 days in a month are designated peak days)
- Normal Shift: 8:00am to 6:00pm
- Afternoon Shift: 2:00pm to 11:00pm
- Meet critical application availability targets, identify and drive opportunities for service improvement.
- Manage high severity incidents with customer impact with focus of recovering services.
- Manage incident trends with focus to close the loop on problems/incidents.
- Manage activities to ensure availability of applications meets SLAs.
- Manage business volumes against IT resources allocated to ensure adequate capacity.
- Manage patch management strategy, manage certificate and encryption key renewals.
- Drive improvements to processes and design enhancements to automation to continuously improve the production environment.
- Drive root cause analysis to prevent recurrence of problem incidents.
- Manage direct reports, ensuring correct performance metrics are set and regular interventions are in place to achieve quality outcomes
- Complete other task to be assigned by Head of Production Support.
- Comply with all company policies and procedures.
- On-call standby support 24x7.
Job Specification
Relevant Work Experience / Qualification:
- Bachelor's Degree or equivalent experience required.
- 5+ years of overall experience in professional software engineering.
- At least 4+ years of hands-on experience as production support engineer.
Required Competencies and Skills
- Knowledge of best practices and IT operations in an always-up, always-available service (e.g ITIL)
- Strong critical thinker with problem solving aptitude.
- Hands-on experience in Unix/Linux systems and SQL.
- Good interpersonal and communication skills at all levels.
- Strong verbal, written & presentation skills.
- Good knowledge in the following
- Application platform – IBM Websphere
- Containerization platform – Kubernetes, Dockers
- Database – DB2, MySQL, Oracle, MongoDB
Monitoring tools - DynaTrace or other monitoring tools.
