Opening For Support Tech Lead (Java)

Experience-8 to 12 Years

Notice Period-Upto 30 Days

Job Location-Kolkata

Essential Skills-

• Java (Core Java / J2EE) hands-on development, debugging & codelevel troubleshooting

• Spring Boot microservices & REST API development and support

• AWS core cloud services, deployment, monitoring & cloud operations • React front-end development, UI issue analysis & debugging

• Database Knowledge SQL / RDBMS, query optimisation & datalevel troubleshooting • Application and Cloud Support (AWS preferred)

• IT Service Management (ITIL) Incident, Problem, Change & Release Management

• Daily Support Operations Management & L1/L2/L3 Coordination

• Client Interaction & Stakeholder Management

• Weekly Status Reporting (WSR) & Service Dashboards

• SLA Governance, MTTR & Ticket Aging Management

• Major Incident Management & Root Cause Analysis

• Team Leadership, Mentoring & Shift Planning

• ITSM Tooling (ServiceNow / Jira Service Management)

• Domain Knowledge Petrochemicals / Process Manufacturing or Supply Chain • Software Architecture & Design Patterns

• System Design & Scalability performance, availability & resilience

Roles & Responsibilities-

• Lead day-to-day support operations for three process-industry / manufacturing accounts, coordinating L1, L2 and L3 teams across shifts. • Act as the primary point of contact for client stakeholders run daily connects, weekly service reviews, and escalation calls.

• Produce and publish Weekly Status Reports (WSR) along with monthly service dashboards and management summaries.

• Own SLA definition, monitoring and adherence; drive corrective action on breaches and at-risk tickets.

• Track and improve MTTR, MTTA, first-time-right resolution and overall backlog health across all queues.

• Govern ticket aging – run daily triage, prioritisation, assignment and aging reviews to keep the backlog within agreed thresholds.

• Drive Incident Management end to end, including Major Incident (P1/P2) handling, bridge calls and stakeholder communication

• Own Problem Management – RCA documentation, permanent fixes and elimination of recurring incidents.

• Manage Change and Release Management, including CAB participation, risk assessment and approvals.

• Maintain and govern the Knowledge Base, SOPs, runbooks and knownerror database to reduce repeat effort.

• Plan shift rosters, on-call rotation, leave coverage and workload balancing across the support team.

• Mentor and upskill support engineers; conduct performance feedback and competency development.

• Identify and implement automation and Continuous Service Improvement (CSI) initiatives to reduce manual effort and ticket volume. • Manage escalations, service risks and compliance requirements, keeping leadership informed through timely reporting.

• Work with client business and functional teams to assess the operational impact of incidents on plant, production and supply chain processes

Required Competencies:

• ITIL-aligned Service Management (Incident, Problem, Change, Release) • Client Communication & Stakeholder Management
• SLA, MTTR & Ticket Aging Governance • Service Reporting & Data-driven Analysis (WSR, dashboards, trend analysis)
• Major Incident Coordination under pressure
• Team Leadership, Mentoring & Shift Planning
• Domain understanding of Petrochemicals / Process Manufacturing or Supply Chain operations
• Strong analytical, problem-solving and decision-making capability
• Excellent verbal and written communication skills

Nice to Have:

• Prior experience supporting petrochemical, refinery, chemical or process-manufacturing clients.
• Exposure to supply chain, logistics, planning or plant operations applications.
• Hands-on experience with ServiceNow, Jira Service Management, Dynatrace, Datadog or equivalent ITSM and observability tooling.
• Exposure to AI / AIOps-led support automation, self-healing and chatbot-based L1 deflection.
• Working knowledge of SAP or equivalent ERP support in a manufacturing environment.
• Experience operating a 24x7 or extended-coverage support model.

Qualification-

Bachelor’s Degree in Engineering / Computer Science or equivalent

ITIL 4 Foundation certification preferred

ITIL Intermediate / Practitioner, PMP or Scrum certifications preferred Domain training or certification in process industry operations or Supply Chain (APICS / CSCP) is an added advantage