Application /Production Support

DMart; Coimbatore District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

DMart is seeking a seasoned L2 Production Support Lead in Coimbatore to manage the L2 team and drive production incident resolution. You will oversee cross-functional coordination and ensure adherence to SLAs while guiding RCA and preventive actions.

The role requires strong Linux/Unix, SQL, and Java/Golang troubleshooting skills, with experience in monitoring tools and ITIL processes. You will mentor teams and influence continuous service improvements.

Qualifications

• Experience leading L2 production support teams.
• ,

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.

Skills

Production support

SQL troubleshooting

Linux/Unix

Java/Golang

REST & microservices

Monitoring tools

Jira/ServiceNow

ITIL processes

Stakeholder management

Analytical thinking

Tools

Grafana

Kibana

Splunk

ELK stack

AppDynamics

Dynatrace

Jira

ServiceNow

Docker

Kubernetes

Job description

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.
• Strong 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.