DPSF-DPH-Support Lead - Assistant Director

Ernst & Young; Ernakulam; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Ernst & Young is seeking a Production Support Lead to oversee a team responsible for enterprise applications across Low-Code, Pro-Code, Cloud, and Integration platforms. You will drive incident resolution, governance, and continuous improvement to ensure reliable, high-quality support aligned with business objectives.

The role requires leadership of L3/L4 support teams, strong stakeholder management, and hands-on experience with platforms like Microsoft Power Platform, .NET, APIs, and cloud

Qualifications

• Senior leadership experience in enterprise production support or L3/L4 support roles.
• Strong incident, problem, and change management abilities.
• Proven track record in RCA and implementing preventive actions.

Responsibilities

• Lead and manage a team of production support engineers across multiple enterprise applications.
• Oversee incident resolution, service requests, problem management, and change management.
• Ensure health, stability, availability and performance of critical applications.
• Coordinate with stakeholders to drive operational excellence and customer satisfaction.
• Drive RCA activities and implement preventive actions to minimize recurring incidents.

Job description

At EY, youll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And were counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Job Description

Title: Production Support Lead

Overall Years of Experience: 15 + Year

Relevant Years of Experience: 12+

Production Support/L4 Support Lead

Experienced Production Support Lead responsible for managing the support, stability, governance, and continuous improvement of enterprise applications across Low-Code, Pro-Code, Cloud, and Integration platforms. Leads cross-functional support teams, drives incident resolution, stakeholder management, operational excellence, and ensures delivery of reliable, high-quality support services aligned with business objectives

Roles and Responsibilities - Essentials

• Lead and manage a team of application support engineers responsible for supporting multiple enterprise applications across Low-Code, Pro-Code, Cloud, and Integration platforms.
• Ensure smooth day-to-day production support operations, including Incident Management, Problem Management, Service Requests, and Change Management activities.
• Own the overall health, stability, availability, and performance of business‑critical applications and services.
• Act as the primary escalation point for critical production issues and coordinate timely resolution with internal and external stakeholders.
• Manage support resources, workload distribution, capacity planning, utilization tracking, and service delivery commitments.
• Collaborate with business stakeholders, application owners, platform teams, vendors, and delivery teams to ensure operational excellence and customer satisfaction.
• Drive Root Cause Analysis (RCA) activities and implement preventive and corrective actions to minimize recurring incidents.
• Lead application onboarding, support readiness reviews, knowledge transition (KT), and operational handover activities.
• Establish and maintain support governance processes, service review mechanisms, KPI dashboards, and SLA monitoring.
• Provide leadership, mentoring, coaching, and technical guidance to team members across multiple technology domains.
• Expertise in analyzing logs, debugging Low-Code and Pro-Code solutions, and better knowledge to guide the team.

Roles and Responsibilities Desired

• Strong leadership, stakeholder management, and team mentoring capabilities.
• Experience managing L3/L4 support teams across Low-Code, Pro-Code, and enterprise applications.
• Hands‑on experience with Microsoft Power Platform (Power Apps, Power Automate, Power Pages, Dataverse, SharePoint Online).
• Knowledge in .NET, C#, ASP.NET, React, Angular, SQL Server, APIs, and modern web applications.
• Strong troubleshooting and root cause analysis skills across UI, backend services, integrations, and databases.
• Experience with Azure DevOps, Git, CI/CD, release management, and Application Lifecycle Management (ALM).
• Knowledge of ITIL processes, Incident Management, Problem Management, Change Management, and Service Delivery.
• Experience in application onboarding, knowledge transition, support governance, and operational excellence.
• Ability to manage multiple applications, priorities, and support demands in a fast‑paced environment.
• Strong communication, analytical, and decision‑making skills with a customer‑focused mindset.
• Exposure to Azure Services, Power BI, Microsoft Fabric, Copilot Studio, and cloud technologies is an added advantage.

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