Experience-8 to 12 Years

Notice Period-Upto 30 Days

Job Location-Kolkata

Essential Skills-

- Java (Core Java / J2EE) hands-on development, debugging & codelevel 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 & datalevel 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

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 knownerror 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
- Robust 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.

Qualification- Bachelor’s Degree in Engineering / Computer Science or equivalent

ITIL 4 Foundation certification preferred

ITIL Intermediate / Practitioner, PMP or Scrum certifications preferred Domain training or certification in process industry operations or Supply Chain (APICS / CSCP) is an added advantage

📌 Opening For Support Tech Lead (Java) (Kolkata)
🏢 Ascend Hr Solutions Kolkata
📍 Kolkata