JOB DESCRIPTION

A) Skills Required

Essential Skills

 Java (Core Java / J2EE) – hands-on development, debugging & code-level troubleshooting

 Spring Boot – microservices & REST API development and support

 AWS – core cloud services, deployment, monitoring & cloud operations

 React – front-end development, UI issue analysis & debugging

 Database Knowledge – SQL / RDBMS, query optimisation & data-level troubleshooting

 Application and Cloud Support (AWS preferred)

 IT Service Management (ITIL) – Incident, Problem, Change & Release Management

 Daily Support Operations Management & L1/L2/L3 Coordination

 Client Interaction & Stakeholder Management

 Weekly Status Reporting (WSR) & Service Dashboards

 SLA Governance, MTTR & Ticket Aging Management

 Major Incident Management & Root Cause Analysis

 Team Leadership, Mentoring & Shift Planning

 ITSM Tooling (ServiceNow / Jira Service Management)

 Domain Knowledge – Petrochemicals / Process Manufacturing or Supply Chain

 Software Architecture & Design Patterns

 System Design & Scalability – performance, availability & resilience

B) Experience

Roles & Responsibilities

- Lead day-to-day support operations for three process-industry / manufacturing accounts, coordinating L1, L2 and L3 teams across shifts.
- Act as the primary point of contact for client stakeholders – run daily connects, weekly service reviews, and escalation calls.
- Produce and publish Weekly Status Reports (WSR) along with monthly service dashboards and management summaries.
- Own SLA definition, monitoring and adherence; drive corrective action on breaches and at-risk tickets.
- Track and improve MTTR, MTTA, first-time-right resolution and overall backlog health across all queues.
- Govern ticket aging – run daily triage, prioritisation, assignment and aging reviews to keep the backlog within agreed thresholds.
- Drive Incident Management end to end, including Major Incident (P1/P2) handling,



bridge calls and stakeholder communication.
- Own Problem Management – RCA documentation, permanent fixes and elimination of recurring incidents.
- Manage Change and Release Management, including CAB participation, risk assessment and approvals.
- Maintain and govern the Knowledge Base, SOPs, runbooks and known- error database to reduce repeat effort.
- Plan shift rosters, on-call rotation, leave coverage and workload balancing across the support team.
- Mentor and upskill support engineers; conduct performance feedback and competency development.
- Identify and implement automation and Continuous Service Improvement (CSI) initiatives to reduce manual effort and ticket volume.
- Manage escalations, service risks and compliance requirements, keeping leadership informed through timely reporting.
- Work with client business and functional teams to assess the operational impact of incidents on plant, production and supply chain processes.

Required Competencies:

- ITIL-aligned Service Management (Incident, Problem, Change, Release)
- Client Communication & Stakeholder Management
- SLA, MTTR & Ticket Aging Governance
- Service Reporting & Data-driven Analysis (WSR, dashboards, trend analysis)
- Major Incident Coordination under pressure
- Team Leadership, Mentoring & Shift Planning
- Domain understanding of Petrochemicals / Process Manufacturing or Supply Chain operations
- Solid analytical, problem-solving and decision-making capability
- Excellent verbal and written communication skills

Nice to Have:

- Prior experience supporting petrochemical, refinery, chemical or process-manufacturing clients.
- Exposure to supply chain, logistics, planning or plant operations applications.
- Hands-on experience with ServiceNow, Jira Service Management, Dynatrace, Datadog or equivalent ITSM and observability tooling.
- Exposure to AI / AIOps-led support automation, self-healing and chatbot-based L1 deflection.
- Working knowledge of SAP or equivalent ERP support in a manufacturing environment.
- Experience operating a 24x7 or extended-coverage support model

📌 JAVA TECHNICAL SUPPORT LEAD (Kolkata)
🏢 EZ Informatics Solutions
📍 Kolkata