Lead Engineer

Job description

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 continuous improvement initiatives to enhance system stability, service quality, and operational efficiency.  • Mentor support engineers and provide guidance on issue analysis, troubleshooting methodologies, and support best practices.    What We Look For  • 8 to 12 years of experience in application support, product support, software engineering, or enterprise technology environments.  • Proven experience leading L2 Support Operations, Production Support, or Application Management teams.  • Strong experience interacting with business stakeholders, product owners, customer teams, and engineering organizations.  • Demonstrated ability to act as a functional and technical SME for enterprise applications.  • Strong understanding of:  • Incident Management  • Problem Management  • Change Management  • Service Delivery Management  • Root Cause Analysis (RCA)  • Production Support Best Practices  • Experience working with:  • Azure DevOps / JIRA  • ServiceNow or similar ticketing platforms  • Monitoring and Alerting Tools  • SQL Server and Database Analysis</s