L1 Support Lead

TechDigital Group; Hartford (CT); On-site; USD 110,000 - 150,000; Full time

Job summary

TechDigital Group in Hartford, CT is seeking a senior technical support lead to own L2/L3 production support for microservices built on Spring Boot and REST APIs. You will manage incidents, drive triage and RCA, and ensure SLAs/OLAs are met across integrated teams.

The role emphasizes monitoring with Splunk, Grafana, AppDynamics, Prometheus; orchestration with Kubernetes/OpenShift; and automation through Python/PowerShell and AI tooling to reduce manual effort.

Qualifications

• Hands-on experience with microservices and Spring Boot.
• Experience in ITIL incident, problem and change management.
• Proficient with Kubernetes/OpenShift and container platforms.
• Proficient in cloud exposure (Azure preferred).
• Experience with CI/CD (Jenkins, Azure DevOps).
• Strong coding/scripting for automation (Python/PowerShell).
• Familiarity with monitoring tools (Splunk, Grafana, AppDynamics).

Responsibilities

• Lead L2/L3 production support for microservices applications.
• Act as primary escalation point for critical incidents and drive RCA.
• Monitor health, logs, and performance metrics; ensure SLAs/OLAs.
• Coordinate deployment, configuration and troubleshooting of microservices.
• Review ITIL tickets and participate in change management.
• Guide and mentor support engineers; drive automation initiatives.
• Provide regular status dashboards and support release validation.

Skills

Microservices architecture

ITIL processes

Kubernetes/OpenShift

Cloud exposure

CI/CD tooling

Java / Spring Boot

Automation scripting

Monitoring & observability

AI tooling for support

Tools

Docker

Kubernetes/OpenShift

Jenkins

Azure DevOps

GitHub Copilot

MySQL

SQL Server

PostgreSQL

MongoDB

Job description

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.