Production Support Lead

Job Requirements

Technical Requirements

SRE & Production Engineering

• 8+ years of experience in Application Support, Site Reliability Engineering, Production Engineering, or Platform Operations.

• Minimum 2-4 years of experience managing technical teams in large-scale production environments.

• Hands-on experience supporting highly available, business-critical applications.

• Strong understanding of:

• SRE principles

• Reliability Engineering

• Operational Excellence

• Error Budgets

• Service Level Indicators (SLIs)

• Service Level Objectives (SLOs)

• Availability Engineering

• Capacity Planning

• Expertise managing production incidents, service outages, and major incident bridges.

Authentication & Security Platforms

Strong understanding and operational support experience in:

• OAuth 2.0
• OpenID Connect (OIDC)
• SAML
• Multi-Factor Authentication (MFA)
• Session Management
• Token Lifecycle Management
• API Authentication
• Okta
• Transmit Security
• Identity and Access Management (IAM)

Application Troubleshooting

Hands-on troubleshooting expertise involving:

• Java applications
• .NET Core applications
• REST APIs
• Microservices
• Batch processing applications
• Application latency issues
• Memory leaks
• Thread contention
• Authentication failures
• Service-to-service communication issues

Cloud Platforms

Experience managing applications hosted on:

• Google Cloud Platform (Preferred)
• Microsoft Azure
• Amazon Web Services
• PCF (Pivotal Cloud Foundry)

Areas of expertise:

• Application hosting
• Networking
• Cloud security
• Service reliability
• Monitoring
• Disaster recovery

Containers & Microservices

Strong experience with:

• Kubernetes
• Docker
• Helm
• Service Mesh concepts
• Container troubleshooting
• Pod lifecycle management
• Ingress controllers
• Service discovery
• Scaling strategies

Observability & Monitoring

Hands-on expertise in:

• Splunk
• AppDynamics
• Datadog
• Grafana
• ThousandEyes
• ITRS Geneos
• MoogSoft
• AppMetrics

Experience with:

• Log Analytics
• Distributed Tracing
• Metrics Monitoring
• Synthetic Monitoring
• Alert Tuning
• Dashboard Creation
• Event Correlation

Database & Messaging

Strong understanding of:

• MongoDB
• PostgreSQL
• SQL Query Optimization
• Database Performance Tuning
• Replication Issues
• Database Connectivity Troubleshooting
• Kafka Monitoring and Troubleshooting

Automation & Scripting

Strong coding and automation skills using:

• Shell Scripting
• Python
• PowerShell
• Go (Preferred)
• Java (Preferred)

Experience automating:

• Operational runbooks
• Deployment validation
• Monitoring
• Incident remediation
• Service recovery procedures

CI/CD & Release Management

Experience with:

• Harness
• Bamboo
• Bitbucket Pipelines
• GitHub Actions
• Jenkins
• Azure DevOps

Strong understanding of:

• CI/CD
• Release Engineering
• Deployment Strategies
• Blue-Green Deployments
• Canary Deployments
• Rollback Procedures

ITIL & ITSM

Strong experience in:

• Incident Management
• Problem Management
• Change Management
• Release Management
• Knowledge Management

Tools:

• ServiceNow
• Remedy
• JIRA

Key Responsibilities

Delivery & Technical Contribution (80%)

Reliability Engineering

• Ensure overall platform reliability, availability, and performance.
• Drive continuous improvements to reduce incidents and operational risks.
• Design and implement SLI/SLO frameworks.
• Monitor service health and proactively address burn-rate violations.

Production Support

• Lead Sev1 and Sev2 incident investigations.
• Drive service restoration and stakeholder communication.
• Manage major incident bridges and technical war rooms.
• Perform Root Cause Analysis and post-mortem reviews.

Application Operations

• Troubleshoot complex application, infrastructure, database, and network issues.
• Support authentication and authorization services globally.
• Monitor business-critical transaction flows.
• Build advanced monitoring dashboards and synthetic health checks.

Deployments & Release Management

• Support production deployments and releases.
• Lead deployment readiness assessments.
• Ensure successful rollout and rollback execution.
• Drive release governance processes.

Automation & Engineering Excellence

• Automate operational processes and runbooks.
• Implement self-healing and auto-remediation capabilities.
• Identify toil reduction opportunities.
• Improve MTTD and MTTR metrics.

Agile Delivery

• Participate in sprint planning.
• Own and deliver assigned epics and user stories.
• Review technical solutions and implementation approaches.
• Ensure operational readiness for new platform capabilities.

Leadership & Team Management (20%)

Team Leadership

• Lead, mentor, and coach SRE engineers.
• Conduct technical reviews and guidance sessions.
• Support career development initiatives.
• Build a culture of operational excellence.

Delivery Governance

• Ensure SLA, SLO, and operational commitments are consistently achieved.
• Monitor service delivery metrics.
• Review team performance and workload distribution.
• Drive capacity and resource planning.

Stakeholder Management

• Act as primary escalation point for critical incidents.
• Communicate effectively with business, engineering, and executive leadership.
• Manage client expectations during outages and major events.

Continuous Improvement

• Drive service improvement initiatives.
• Lead automation programs.
• Improve reliability maturity across application portfolios.
• Contribute to organizational SRE best practices.

Soft Skills

• Excellent communication and stakeholder management
• Strong leadership and mentoring capabilities
• High ownership and accountability
• Strategic problem-solving mindset
• Ability to make decisions under pressure
• Customer-centric attitude
• Conflict resolution and collaboration skills
• Strong documentation practices
• Ability to lead globally distributed teams

Readiness & Work Conditions

• Ready to work from office 5 days a week.
• Ready to support 24x7 Production Support operations.
• Comfortable working in rotational shifts and on-call support.
• Ready to support mission-critical customer-facing platforms.
• Ready to upskill continuously on emerging technologies and cloud platforms.

Preferred Certifications

Cloud

• Google Cloud Associate Cloud Engineer (Preferred)
• Google Professional Cloud Architect
• Microsoft Azure Administrator
• AWS Solutions Architect Associate

Reliability & Operations

• ITIL Foundation
• Certified Kubernetes Administrator (CKA)
• Splunk Certified Power User/Admin