Technical Support Lead

Job description

REQUIREMENT: - • Total Experience - 7+ Years • Strong experience in Application/Production Support across enterprise applications. • Hands-on experience in incident management, problem management, and ticket handling using ITSM tools. • Strong troubleshooting and analytical skills with the ability to identify and resolve production issues. • Experience in log analysis, root cause analysis (RCA), and application monitoring. • Good understanding of SQL and data extraction/query handling. • Experience supporting business stakeholders with service requests and issue resolution. • Exposure to release and deployment management activities across pre-production and production environments. • Knowledge of application support processes, SLA management, and operational excellence. • Strong communication and stakeholder management skills. Responsibilities: - • Acknowledge, analyze, and resolve production support tickets within defined SLAs. • Perform troubleshooting, log analysis, and root cause analysis for application and system-related issues. • Manage incidents end-to-end, including investigation, resolution, stakeholder communication, and post-incident reviews. • Share root cause findings with the development team and track fixes through closure. • Support business users with data extraction requests, application queries, and service requests. • Create and manage problem tickets, assign them to development teams, and monitor them until resolution. • Ensure application uptime and availability by conducting regular sanity checks and proactive monitoring. • Participate in major, monthly, and BAU releases, including deployment support in pre-production and production environments. • Collaborate with developers, infrastructure teams, and business stakeholders to ensure smooth operations. • Prepare RCA documents, operational reports, and support documentation for knowledge management.