Production Support Lead

NEWAGE TECH SOLUTION PRIVATE LIMITED; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

NEWAGE TECH SOLUTION PRIVATE LIMITED in Bengaluru seeks a senior production support leader to manage a day-to-day support team, drive fast triage, and ensure adherence to SLAs. You will coordinate with development, QA, and infrastructure to minimize downtime and streamline incident response.

The role requires hands-on troubleshooting, strong SQL and scripting skills, experience with ITSM tools, ITIL processes, and excellent English/Hindi communication.

Qualifications

• 10+ years in application production support or related roles
• At least 3 years in leadership/management
• Strong troubleshooting with enterprise apps and batch systems
• SQL, scripting (Shell/Python), log analysis for diagnosis
• Experience with ITSM tools and ITIL processes

Responsibilities

• Lead the production support team, ensuring timely triage, prioritization, and resolution of incidents within SLAs
• Act as the primary escalation point for critical production issues, major outages, and high-severity incidents
• Coordinate with development, QA, and infrastructure teams for RCA and permanent fixes
• Monitor application health, batch jobs, and system performance; identify failure points
• Define and enforce production support processes, runbooks, and SOPs
• Manage on-call rosters, shift schedules, and escalation matrices for 24x7 coverage
• Track and report KPIs including incident volume, MTTR, SLA compliance, and trends
• Review and approve deployments, hotfixes, and changes with Change Management
• Mentor and upskill support engineers; conduct knowledge-sharing sessions
• Communicate incident status and impact to business stakeholders during outages

Skills

Production support

Leadership

Troubleshooting

SQL

Scripting

ITIL

English & Hindi

Education

Bachelor's degree in Computer Science/IT

Tools

ServiceNow

Remedy

Job description

We are looking for a senior, technically strong professional who can manage a support team, drive root cause analysis, and coordinate closely with development and infrastructure teams.

Key Responsibilities

• Lead the production support team, ensuring timely triage, prioritization, and resolution of application incidents within defined SLAs
• Act as the primary escalation point for critical production issues, major outages, and high-severity incidents
• Coordinate with development, QA, and infrastructure teams to drive root cause analysis and permanent fixes for recurring issues
• Monitor application health, batch jobs, and system performance, and proactively identify potential failure points
• Define and enforce production support processes, runbooks, and standard operating procedures
• Manage on-call rosters, shift schedules, and escalation matrices to ensure round-the-clock production coverage
• Track and report production support KPIs including incident volume, MTTR, SLA compliance, and recurring issue trends
• Review and approve production deployments, hotfixes, and emergency changes in coordination with change management
• Mentor and upskill support engineers, and conduct regular knowledge-sharing and training sessions
• Collaborate with business stakeholders to communicate incident status, impact, and resolution timelines during major outages

Required Skills and Qualifications

• 10+ years of experience in application production support, L2/L3 support, or software maintenance roles, with at least 3 years in a leadership capacity
• Strong hands-on troubleshooting experience with enterprise applications, databases, and batch processing systems
• Working knowledge of SQL, scripting (Shell/Python), and log analysis for issue diagnosis
• Proficiency with ITSM tools such as ServiceNow, Remedy, or similar platforms for incident and change tracking
• Strong understanding of ITIL processes including incident, problem, and change management
• Excellent verbal and written communication skills in English and Hindi
• Prior experience leading production support teams in a 24x7 environment is preferred
• Bachelor's degree in Computer Science, IT, or a related discipline