Job Description: Lead Engineer (L3 Support & Technical SME)
What You Will Do
- Lead and manage Level 3 (L3) application support activities for critical business applications and product platforms.
- Act as the primary technical and functional Subject Matter Expert (SME) for assigned applications and business domains.
- Serve as the bridge between business stakeholders, product teams, and L3 development teams, ensuring effective communication and issue resolution.
- Drive incident management, problem management, service improvement, and operational excellence initiatives.
- Coordinate with development teams to address complex production issues and ensure timely resolution.
- Provide guidance and functional direction to L3 engineering teams based on business requirements and production insights.
- Lead stakeholder discussions, prioritize support activities, and ensure alignment with business expectations and service level agreements (SLAs).
- Identify recurring issues and opportunities for process, system, and operational improvements.
How You Will Do It
- Manage end-to-end incident resolution, including impact assessment, stakeholder communication, escalation management, and root cause analysis.
- Collaborate with business users, product owners, and external stakeholders to understand issues, requirements, and operational concerns.
- Analyze production issues and work closely with L3 development teams to drive resolution and preventive actions.
- Facilitate discussions between stakeholders and engineering teams to ensure accurate understanding of functional flow and solutions.
- Monitor application health, service performance, and operational metrics to proactively identify risks and improvement opportunities.
- Lead post-incident reviews and ensure corrective and preventive actions are implemented.
- Create and maintain support documentation, knowledge articles, operational procedures, and troubleshooting guides.
- Drive continuou
📌 Lead Engineer (Pune)
🏢 Johnson controls india
📍 Pune
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