Description

Lead production support activities and serve as the primary technical point of contact for customers.

Responsibilities

• Manage 2nd line application support, ensuring timely resolution of incidents and service requests.
• Coordinate with development teams to facilitate application enhancements and bug fixes.
• Conduct root cause analysis for recurring issues and implement corrective actions.
• Monitor system performance and implement proactive measures to prevent issues.
• Develop and maintain documentation for production support processes and procedures.

Required Skills

• 10-15 years of experience in software development and production support.
• Strong technical knowledge of Java, .Net, Mainframe, and database technologies.
• Proven experience in incident management and problem resolution.
• Excellent customer-facing skills with the ability to communicate complex technical concepts to non-technical stakeholders.
• Strong analytical and troubleshooting skills.
• Experience in leading cross-functional teams.

Preferred Skills

• Familiarity with ITIL processes and best practices.
• Experience with cloud technologies and DevOps practices.
• Knowledge of Agile methodologies.

Key Skills

Education

Bachelor's degree