Job description

Job Role: Production Support Lead

Experience in B2B SaaS production support is mandatory.

Industry Type: Software Product

Department: Customer Success

Location: Hyderabad

Desired Experience: 6-8 years of experience in Production Support for B2B SaaS platforms.

Solid expertise in MS SQL (query optimization, debugging, stored procedures, indexing, performance tuning).

Employment Type: Full-Time

Education: Bachelors Degree in Computer Science, IT, Engineering or a related field

Job Overview

We are seeking an experienced Production Support Lead to oversee and manage our production support team for our B2B SaaS platform. The ideal candidate will have 6-8 years of relevant experience in a SaaS-based environment, with expertise in MS SQL and team handling experience in production support. The role requires a proactive individual who can troubleshoot, analyze, and resolve production issues while ensuring system stability and performance.

Key Responsibilities:

- Lead and manage the Production Support team, ensuring smooth issue resolution and timely support.
- Monitor and maintain system uptime, performance, and incident resolution within defined SLAs.
- Troubleshoot and resolve database-related issues using MS SQL, including query optimization and debugging.
- Collaborate with Development, QA, and Infrastructure teams to identify and fix production issues.
- Establish and implement best practices for production support, including incident management, problem management, and escalation processes.
- Perform root cause analysis (RCA) for recurring incidents and recommend long-term fixes.
- Ensure compliance with security policies, data integrity, and system stability.




- Create and maintain documentation for production incidents, troubleshooting steps, and resolutions.
- Proactively identify process improvements to enhance efficiency in support operations.
- Mentor and train the team to improve technical capabilities and customer handling skills.

Key Skills:

-
6-8 years of experience in Production Support for B2B SaaS platforms.
- Strong expertise in MS SQL (query optimization, debugging, stored procedures, indexing, performance tuning).
- Experience in leading a production support team with a focus on issue resolution and SLA adherence.
- Hands-on experience in troubleshooting application issues, database performance, and infrastructure bottlenecks.
- Knowledge of incident management, problem management, and escalation processes.
- Understanding of SaaS product architecture, cloud platforms, and web-based applications.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication skills to interact with cross-functional teams and stakeholders.
- Ability to work in a fast-paced environment and handle critical production issues efficiently.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience in B2B SaaS production support is mandatory.
- Certifications in ITIL, SQL, or Cloud Technologies (AWS, Azure) are a plus.

Role: https://www.naukri.com/production-manager-supervisor-jobs

Industry Type: https://www.naukri.com/it-services-consulting-jobs

Department: https://www.naukri.com/production-jobs,https://www.naukri.com/manufacturing-engineering-jobs

Employment Type: Full Time, Permanent

Role Category: Operations, Maintenance & Support

Education

UG: B.Tech/B.E. in Any Specialization

📌 Production Support Specialist / Lead - SaaS (India)
🏢 ACADS360 INDIA PRIVATE
📍 India