Lead Application Support & Incident Resolution

Compunnel, Inc.; Lisle (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Compunnel, Inc. is seeking a Production Support Leader in Lisle, IL to guide the team in resolving support issues within defined timelines and assist the project manager in day-to-day execution.

The role emphasizes coordinating incident management across multiple teams and driving root cause analysis to prevent recurrence. The ideal candidate will coordinate releases, maintain knowledge bases, and mentor staff while maintaining strong stakeholder communications and a focus on service delivery

Qualifications

• Extensive knowledge and experience in managing and triaging Production Support incidents.
• Experience with distributed teams across time zones.
• Strong commitment to quality and engineering excellence.
• Ability to coordinate among multiple teams and bring out the best in teamwork.
• Ability to handle critical customer escalations in stressful situations.
• Excellent presentation and interpersonal skills.
• Prioritize workload with timely resolutions.
• Operating Systems and software platforms.
• Agile methodologies and processes.
• Experience in supporting enterprise customers.

Responsibilities

• Co-ordinate and promote effective functioning of incident/problem management across support teams.
• Plan application/infrastructure releases and configuration changes.
• Ensure Root Cause Analysis is completed and permanent fixes implemented to prevent recurrence.
• Maintain knowledge base of known issues and resolutions.
• Create and maintain application support service catalogue with internal teams.
• Ensure monitoring mechanisms and performance tuning are in place.
• Provide input to implementation, backup and rollback plans.
• Maintain relationships with internal departments and third-party vendors/hosting providers.
• Create monthly performance reports and publish to stakeholders.
• Handle critical customer escalations and communicate with stakeholders.
• Organize and lead technical teams to resolve major incidents.
• Provide timely advice on trends and develop strategies for support.
• Mentor team members and coach career development.

Skills

Production Support

Team coordination

Communication skills

Stakeholder management

Incident management

Tools

Incident tracking tools

Monitoring systems

RCA techniques

Job description

Compunnel, Inc. is seeking a Production Support Leader in Lisle, IL to guide the team in resolving support issues within defined timelines and assist the project manager in day-to-day execution.

The role emphasizes coordinating incident management across multiple teams and driving root cause analysis to prevent recurrence. The ideal candidate will coordinate releases, maintain knowledge bases, and mentor staff while maintaining strong stakeholder communications and a focus on service delivery