Production Support Lead - Java

Role Overview:

Seeking a Production Support Lead with 5–8 years of experience to maintain mission-critical Java applications and guide day-to-day support operations. You will lead incident response, drive root-cause analysis, and provide technical leadership to a team of support engineers using ITSM practices.

Key Responsibilities:

• Team Leadership: Mentor junior/mid-level engineers, assign shift tasks, oversee handover processes, and ensure SLA compliance.

• Incident Management: Drive L2/L3 incident resolution using ServiceNow; manage ticket lifecycles, SLAs, and participate in an on-call rotation.

• Troubleshooting: Deep-dive into application logs, stack traces, thread dumps, and heap dumps to resolve critical production issues.

• Monitoring & RCA: Track system health and complete thorough Root Cause Analyses (RCAs) to prevent recurring outages.

• Release & Automation: Support deployments, handle change requests in ServiceNow, and write shell/Python scripts to automate operational tasks.

Requirements:

• Team & Process Management: 1–2+ years leading a support Pod/team with practical expertise in ITIL framework processes (Incident, Problem, Change Management).

• ITSM Tooling: Hands-on experience with ServiceNow for ticket logging, SLA tracking, task routing, and change request approvals.

• Java Stack: 5+ years supporting Java/J2EE, Spring Boot, Microservices, and REST APIs.

• Log & System Diagnostics: Deep experience with Splunk/ELK, Java thread/heap dump analysis, and Unix/Linux CLI.

• Databases & APM: Strong SQL skills (Oracle, PostgreSQL, MySQL) alongside experience using APM tools like Dynatrace, AppDynamics, Datadog, or Grafana.