Key Responsibilities

- Lead and mentor the L2 Support team while managing day-to-day production support operations.
- Ensure timely resolution of production incidents and adherence to defined SLAs and KPIs.
- Drive Major Incident Management and coordinate cross-functional teams during critical production issues.
- Conduct Root Cause Analysis (RCA) and implement preventive measures to reduce recurring incidents.
- Monitor application health, system performance, and operational dashboards.
- Analyze incident trends and drive continuous service improvement initiatives.
- Coordinate production deployments, release support, and change management activities.
- Manage support schedules, on-call rotations, and resource planning.
- Collaborate with Development, QA, DevOps, Infrastructure, Database, and Business teams.
- Publish operational dashboards, MIS reports, and service metrics for leadership.
- Identify automation opportunities to improve support efficiency and reduce manual effort.
- Ensure adherence to Incident, Problem, Change, and Release Management processes.

Required Skills

- 69 years of experience in Application/Production Support.
- Minimum 2 years of experience leading production support teams.




- Strong expertise in SQL and database troubleshooting.
- Good knowledge of Linux/Unix environments.
- Strong understanding of Java or Golang applications for production troubleshooting and issue analysis.
- Experience with REST APIs, Microservices, and distributed systems.
- Hands-on experience with monitoring and log analysis tools (Grafana, Kibana, Splunk, ELK, AppDynamics, Dynatrace, etc.).
- Experience with Jira, ServiceNow, or similar ticketing platforms.
- Solid understanding of Incident, Problem, Change, Release, and Major Incident Management.
- Excellent stakeholder management, communication, and leadership skills.
- Strong analytical and decision-making capabilities.

Good to Have

- Experience with Redis, Kafka, or messaging platforms.
- Exposure to Google Cloud Platform (GCP) or AWS.
- Experience with Docker, Kubernetes, and CI/CD pipelines.
- ITIL Foundation Certification.
- Experience supporting Retail, Supply Chain, Warehouse Management, or Enterprise Applications.

Please be free to call me on "(phone hidden)" or mail to [email protected]

Regards

Sneha

📌 Production and Support Engineer,Application Support Engineer (Coimbatore)
🏢 Dmart
📍 Coimbatore