Java L1 Support Lead

ReqRoute,Inc; Poquonock Bridge (CT); Hybrid; USD 110,000 - 160,000; Full time

Job summary

ReqRoute,Inc in Hartford, CT (Hybrid) seeks a Java L1 Support Lead to direct L2/L3 production support for microservices and drive triage, RCA, and remediation efforts. The role emphasizes automation, on-call leadership, and cross-team collaboration with DevOps and development groups.

The candidate will mentor a team of engineers, oversee change and incident tickets per ITIL, and promote resilient, observable services using modern tooling and scripting.

Qualifications

• 8+ years of experience in production support or SRE.
• Experience with microservices-based applications and incident response.
• Familiarity with ITIL processes and service management.

Responsibilities

• Lead L2/L3 production support for microservices applications and adhere to SLAs/OLAs.
• Act as primary escalation point for critical incidents; drive triage and resolution.
• Perform RCA for major incidents and drive permanent fixes and preventive actions.
• Monitor health, logs, and metrics using Splunk, Grafana, AppDynamics, Prometheus.
• Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/OpenShift.

Skills

Microservices

ITIL processes

Healthcare knowledge

Tools

Docker

Kubernetes/OpenShift

Splunk

Grafana

AppDynamics

Prometheus

ServiceNow/Jira

Azure DevOps

Git

Python

PowerShell

Job description

Job Title: Java L1 Support Lead

Location: Hartford, CT (Hybrid)

Years of experience required: 8+

Mandatory skills

1. Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
2. Working knowledge of HealthCare, Clinical & Care Management - Preferred
3. Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix)

Key Responsibilities

Lead L2/L3 production support for microservices applications, ensuring adherence to SLAs/OLAs.

Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.

Perform root cause analysis (RCA) for major incidents and drive permanent fixes/preventive actions.

Monitor application health, logs, and performance metrics using Splunk, Grafana, AppDynamics, Prometheus.

Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/OpenShift/container platforms.

Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.

Review and approve incident, problem, and change tickets (ITIL process) in tools like ServiceNow/JIRA.

Guide and mentor a team of support engineers; assign tasks, review work, and ensure quality of resolutions.

Drive automation initiatives using Python/PowerShell scripting and AI tools (Copilot/Claude/GPT) to reduce manual effort - self-healing scripts, alert automation, runbook automation, code review assistance.

Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.

Participate in on-call rotation and manage major incident bridge calls when required.

Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume, aging, trends).

Support release management activities including deployment validation, smoke testing, and rollback planning.

Required Technical Skills

Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).

Working knowledge of HealthCare, Clinical & Care Management - Preferred

Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix).

Experience with containerization & orchestration: Docker, Kubernetes/OpenShift.

Cloud exposure: Azure (Preferred) / GCP.

CI/CD tools: Jenkins, Git EMU / Git Actions, Azure DevOps.

Database: MySQL, SQL Server, PostgreSQL, MongoDB.

Programming Language: Java, Spring Boot Microservices, REST APIs.

AI Tools / LLMs: GitHub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI - for code assistance, automation, and productivity gains in support workflows.

Monitoring/Observability Tools: Splunk, Grafana, AppDynamics, Prometheus.

Middleware/Messaging: Kafka.

Scripting: Python, PowerShell, or similar for automation.

Soft Skills

Strong analytical and problem-solving skills under time pressure.

Excellent verbal and written communication for stakeholder and client interaction.

Leadership and mentoring capability.

Ability to work in rotational shifts/on-call support model.