Systems Lead - Service Management

Your Impact:

• We are seeking a highly skilled and experienced Application Production Support Lead to oversee and manage the production support for our customer applications. This role requires hands-on experience, leadership abilities, and expertise in application-level debugging, incident handling, and issue resolution. The ideal candidate will handle a range of issues from P1 (Critical) to P3 (Low Priority) and manage multiple issues simultaneously in a fast-paced, support environment.
• Provide 24x7 support for customer applications, ensuring high availability and performance.
• Monitor application performance and system health, using appropriate tools and techniques.
• Handle production incidents, including troubleshooting, root cause analysis (RCA), and resolution.
• Act as the primary point of contact for all production support issues related to customer applications.
• Prioritize and manage incidents based on severity (P1-P3) and business impact.
• Coordinate with development teams for issue resolution and deploy fixes as required.
• Conduct detailed application-level debugging to identify and resolve issues.
• Analyze logs, trace files, and other diagnostic data to pinpoint problem areas.
• Implement and test fixes and patches in a timely manner.
• Perform in-depth root cause analysis for recurring issues and complex problems.
• Document findings and implement preventive measures to avoid future occurrences.
• Share RCA reports with relevant stakeholders and ensure learnings are incorporated into the application lifecycle.
• Handle escalations from junior team members and ensure timely resolution.
• Communicate effectively with stakeholders during high-impact incidents.
• Maintain detailed documentation of escalations, including actions taken and outcomes.
• Lead and mentor a team of production support engineers, providing guidance and support.
• Conduct regular training sessions and knowledge sharing to upskill team members.
• Ensure adherence to best practices and support processes.
• Identify and implement process improvements to enhance support efficiency and effectiveness.
• Develop and maintain support documentation, including incident reports, standard operating procedures, and knowledge base articles.
• Communicate clearly and effectively with stakeholders, including technical teams, management, and business users.
• Provide regular status updates and post-incident reviews.
• Participate in on-call rotations as required.
• Ensure compliance with ITIL and other relevant standards and frameworks

Qualifications

Your Skills & Experience:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 6-9.5 years of hands-on experience in application production support.
• Proven experience in application-level debugging and incident management.
• Strong background in handling P1-P3 issues and managing multiple issues simultaneously.
• Trade Surveillance Prod Support
• Capital Markets domain experience is a must and Surveillance domain is good to have.
• Role aim is to respond to support requests, by email, chat, or call.
• Communicate with end users to obtain support details.
• Use ServiceNow to create, maintain and close incidents, problems.
• Understanding and follow service management and change management processes.
• Understand how to use and deploy using Jenkins.
• Perform updates to process documents in response to support incidents. Engage external teams, and external vendors to resolve technology and business issues.
• Generate queries using SQL and No-SQL to help resolve incidents.
• Understand basic networking, internet protocols and encryption.
• Exposure to Java or Python.
• KX exposure and time series database exposure.
• Ability to provide status reports / and share information in standup.