Support Lead

Persistent Systems Limited; Pune District; Hybrid; INR 2,500,000 - 4,200,000; Full time

Benefits offered by this job

Group term life insurance

Mediclaim hospitalization

Flexible work hours

Long service awards

Job summary

Persistent Systems Limited in India is seeking an experienced Support Lead with 8 to 12 years of experience in healthcare application support, production operations, incident management, and ITIL-driven service excellence.

The ideal candidate will possess strong expertise in managing critical production systems, leading support teams, driving service improvements, and ensuring high application availability for business-critical healthcare applications.

Qualifications

• 8 to 12 years of experience in Application/Production Support or IT Operations.
• Minimum 3 years of experience supporting healthcare applications.
• Hands-on experience with incident, problem, change and release management.
• Strong ITIL knowledge and ServiceNow experience.
• Proficient in Python or Shell scripting and SQL (PostgreSQL/Oracle).

Responsibilities

• Monitor application health, alerts, logs, and performance metrics to ensure availability.
• Lead production support activities and manage major incidents and service disruptions.
• Ensure incidents and requests meet SLA/KPI targets.
• Coordinate incident management with bridge calls for critical issues.
• Perform advanced troubleshooting across apps, databases, and cloud environments.

Skills

Incident management

Root cause analysis

SLA/KPI management

Communication

Mentoring

Leadership under pressure

Stakeholder management

Distributed teams collaboration

Python scripting

Tools

ServiceNow

SQL

AWS

Job description

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what's next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor's mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries.

AboutPosition:

We are seeking an experienced Support Lead with 8 to 12 years of experience in application support, production operations, incident management, and healthcare technology environments. The ideal candidate will possess strong expertise in managing critical production systems, leading support teams, driving service improvements, and ensuring high application availability for business-critical healthcare applications.

• Role: Support Lead-Healthcare Application Support, Production Operations & Service Excellence
• Experience: Between 8 to 12 Years
• Job Type: Full Time Employment

WhatYou'llDo:

• Monitor application health, system alerts, logs, dashboards, and performance metrics to ensure system availability and reliability.
• Lead production support activities and manage critical incidents, service disruptions, and application issues.
• Ensure resolution of incidents and service requests within defined SLA and KPI targets.
• Manage Incident, Problem, Change, and Service Request processes using ServiceNow and ITIL best practices.
• Coordinate major incident management activities and facilitate bridge calls for critical production issues.
• Perform advanced troubleshooting across applications, APIs, databases, middleware, servers, and cloud environments.
• Conduct root cause analysis (RCA) and implement preventive and corrective actions to minimize recurring issues.
• Develop and maintain operational runbooks, knowledge base articles, support procedures, and troubleshooting guides.
• Create and enhance automation scripts using Python or Shell scripting to improve operational efficiency and reduce manual effort.
• Write and optimize SQL queries for PostgreSQL and Oracle databases to support production troubleshooting and data validation activities.
• Collaborate with Development, DevOps, Infrastructure, Database, and Cloud teams to resolve complex technical issues.
• Monitor application trends and proactively identify opportunities for performance improvement and issue prevention.
• Support deployment activities, release management, and production validation processes.
• Participate in change reviews, release planning, and production readiness assessments.
• Drive continuous improvement initiatives focused on stability, reliability, observability, and automation.
• Support healthcare applications and ensure compliance with operational and regulatory requirements.
• Create operational dashboards and reporting mechanisms to communicate service performance and support metrics.
• Participate in 18x5 or 24x7 rotational support and on-call schedules as required.
• Mentor junior support engineers and contribute to building a strong support culture within the team.

ExpertiseYou'llBring:

• 8 to 12 years of experience in Application Support, Production Support, or IT Operations roles.
• Minimum 3 years of experience supporting applications within the Healthcare domain.
• Strong expertise in production incident management and operational support.
• Hands-on experience with ServiceNow and ITIL service management processes.
• Strong troubleshooting skills across multi-tier enterprise applications.
• Experience with incident, problem, change, and release management processes.
• Strong scripting skills using Python and/or Shell scripting.
• Proficiency in SQL with hands-on experience in PostgreSQL and Oracle databases.
• Experience performing database analysis, troubleshooting, and query optimization.
• Working knowledge of AWS Cloud services and cloud-based application support.
• Familiarity with DevOps processes, CI/CD pipelines, and deployment practices.
• Experience supporting enterprise applications in a 24x7 production environment.
• Knowledge of monitoring and observability tools for application health and performance management.
• Strong understanding of operational support processes and production governance.
• Excellent analytical, troubleshooting, and root cause analysis capabilities.
• Strong communication and stakeholder management skills.
• Ability to lead incident resolution efforts under pressure and manage multiple priorities effectively.
• Experience collaborating with geographically distributed teams and business stakeholders.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Persistent is dedicated to fostering diversity and inclusion in the workplace.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment.

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."