Production Support Lead

Role Overview:

Seeking a Production Support Lead with 5–8 years of experience to maintain mission-critical Java applications and guide day-to-day support operations. You will lead incident response, drive root-cause analysis, and provide technical leadership to a team of support engineers using ITSM practices.

Key Responsibilities:

• Team Leadership: Mentor junior/mid-level engineers, assign shift tasks, oversee handover processes, and ensure SLA compliance.
• Incident Management: Drive L2/L3 incident resolution using ServiceNow; manage ticket lifecycles, SLAs, and participate in an on-call rotation.
• Troubleshooting: Deep-dive into application logs, stack traces, thread dumps, and heap dumps to resolve critical production issues.
• Monitoring & RCA: Track system health and complete thorough Root Cause Analyses (RCAs) to prevent recurring outages.
• Release & Automation: Support deployments, handle change requests in ServiceNow, and write shell/Python scripts to automate operational tasks.

Requirements:

• Team & Process Management: 1–2+ years leading a support Pod/team with practical expertise in ITIL framework processes (Incident, Problem, Change Management).
• ITSM Tooling: Hands-on experience with ServiceNow for ticket logging, SLA tracking, task routing, and change request approvals.
• Java Stack: 5+ years supporting Java/J2EE, Spring Boot, Microservices, and REST APIs.
• Log & System Diagnostics: Deep experience with Splunk/ELK, Java thread/heap dump analysis, and Unix/Linux CLI.
• Databases & APM: Strong SQL skills (Oracle, PostgreSQL, MySQL) alongside experience using APM tools like Dynatrace, AppDynamics, Datadog, or Grafana.

Why Join Us?

Work in an innovative environment with the business that is shaping the future of data migration. Be part of a dynamic, high-growth environment at NucleusTeq. Competitive salary and comprehensive benefits package.