Lead Production Support Engineer — 24x7 SRE Expert

HCLTech; Greater London; On-site; GBP 65,000 - 100,000; Full time

Job summary

HCLTech in the United Kingdom is seeking an experienced IT Applications Support Lead to drive 24x7 operational resilience across APAC, EMEA and the USA. You will manage regional L2 and vendor teams, oversee incident management, and ensure service levels through proactive monitoring and automation.

The role requires 7–12 years hands-on experience, ITIL/SRE know-how, and strong collaboration with business, development, and infrastructure stakeholders. Hybrid work and shift coverage are expected.

Qualifications

• 7–12 years of hands-on IT application support experience.
• Experience leading vendor teams delivering 24x7 support.
• Bachelor's degree in Computer Science or IT-related field.
• ITIL v3 or higher certification preferred.
• Familiar with cloud and DevOps tools incl. GCP, Kubernetes.
• Knowledge of monitoring dashboards and incident management.

Responsibilities

• Provide technical BAU support for applications across regions APAC/EMEA/USA.
• Lead incident management, root cause analysis, and problem resolution.
• Mentor junior team members; drive process improvements.
• Define and track KPIs, SLAs, and reliability metrics.
• Collaborate with development, infrastructure, and data providers.
• Participate in disaster recovery planning and business continuity.
• Review production items with development to drive resolutions.
• Implement SRE practices and proactive monitoring.

Skills

ITIL / SRE

DevOps

Cloud: GCP

Kubernetes

Stakeholder mgmt

24x7 support

Education

BSc in CS/IT

Tools

Elastic Stack

Grafana

Prometheus

OpenShift

Splunk

Git

Job description

HCLTech in the United Kingdom is seeking an experienced IT Applications Support Lead to drive 24x7 operational resilience across APAC, EMEA and the USA. You will manage regional L2 and vendor teams, oversee incident management, and ensure service levels through proactive monitoring and automation.

The role requires 7–12 years hands-on experience, ITIL/SRE know-how, and strong collaboration with business, development, and infrastructure stakeholders. Hybrid work and shift coverage are expected.