Application Support Engineer,production support, lead

DMart; Coimbatore District, Bengaluru; On-site; INR 2,800,000 - 3,600,000; Full time

Job summary

DMart is seeking an experienced L2 Production Support Lead to manage a busy production support function in Coimbatore. You will mentor the L2 team, ensure timely incident resolution, and coordinate cross-functional escalation during major incidents while driving continuous service improvements.

You will own RCA initiatives, monitor system health, and oversee deployments, change control, and reporting. Strong leadership, communication, and analytical skills are essential for success in this role.

Qualifications

• Minimum 69 years of experience in application/production support with at least 2 years leading teams.
• Strong understanding of Java or Golang applications for production troubleshooting.
• Proficient in troubleshooting SQL/NoSQL databases and Linux/Unix environments.
• Hands-on with REST APIs, microservices, and distributed systems; strong incident management knowledge.

Responsibilities

• Lead and mentor the L2 Support team and oversee day-to-day production support operations.
• Ensure timely resolution of incidents and adherence to SLAs and KPIs.
• Drive Major Incident Management and coordinate cross-functional teams during critical issues.
• Conduct RCA and implement preventive measures to reduce recurring incidents.
• Monitor application health, performance, and dashboards; drive continuous service improvement.
• Coordinate deployments, release support, and change management activities.
• Publish dashboards and metrics; identify automation to improve efficiency and reduce manual work.
• Ensure adherence to Incident, Problem, Change, and Release Management processes.

Skills

Application/Production Support

Java/Golang

SQL/NoSQL

Linux/Unix

REST/Microservices

Monitoring tools

Jira/ServiceNow

ITIL/Incident Mgmt

Tools

Grafana

Kibana

Splunk

ELK

AppDynamics

Dynatrace

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 with at least 2 years of experience leading production support teams.
• Strong understanding of Java or Golang applications for production troubleshooting and issue analysis.
• Strong expertise in SQ/No-SQL database troubleshooting.
• Good knowledge of Linux/Unix environments.
• 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.

Experience in production deployments, application/component upgrades, performance optimization, and operational improvement initiatives.

Demonstrated ability to drive RCA, continuous improvement, automation, and proactive issue prevention.

Strong team leadership, mentoring, stakeholder management, and cross-functional collaboration skills.

Excellent communication, analytical, problem-solving, and decision-making abilities, with the ability to lead during critical production incidents.

Strong sense of ownership and accountability for application availability, stability, and service quality.

• 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.