Technical Support Lead

REQUIREMENT: -

• Total Experience - 7+ Years
• Strong experience in Application/Production Support across enterprise applications.
• Hands-on experience in incident management, problem management, and ticket handling using ITSM tools.
• Strong troubleshooting and analytical skills with the ability to identify and resolve production issues.
• Experience in log analysis, root cause analysis (RCA), and application monitoring.
• Good understanding of SQL and data extraction/query handling.
• Experience supporting business stakeholders with service requests and issue resolution.
• Exposure to release and deployment management activities across pre-production and production environments.
• Knowledge of application support processes, SLA management, and operational excellence.
• Strong communication and stakeholder management skills.

Responsibilities: -

• Acknowledge, analyze, and resolve production support tickets within defined SLAs.
• Perform troubleshooting, log analysis, and root cause analysis for application and system-related issues.
• Manage incidents end-to-end, including investigation, resolution, stakeholder communication, and post-incident reviews.
• Share root cause findings with the development team and track fixes through closure.
• Support business users with data extraction requests, application queries, and service requests.
• Create and manage problem tickets, assign them to development teams, and monitor them until resolution.
• Ensure application uptime and availability by conducting regular sanity checks and proactive monitoring.
• Participate in major, monthly, and BAU releases, including deployment support in pre-production and production environments.
• Collaborate with developers, infrastructure teams, and business stakeholders to ensure smooth operations.
• Prepare RCA documents, operational reports, and support documentation for knowledge management.