Production Incident & Reliability Lead

Jsr-Tech-Consulting; Newark (NJ); On-site; USD 90,000 - 140,000; Full time

Job summary

Jsr-Tech-Consulting is seeking an experienced Technical Business Analyst to lead production support for client-facing applications in Newark, NJ. You will guide a dedicated support team, collaborate with engineering, manage incidents, and communicate with stakeholders to minimize downtime and improve user experience.

You will oversee triage, root cause analysis, and post-incident reviews, while defining monitoring, runbooks, and escalation protocols.

Qualifications

• Proven experience in a production support leadership role for client facing applications.
• Strong understanding of incident management frameworks.
• Proficiency in troubleshooting application, database, and infrastructure issues.
• Familiarity with monitoring tools such as Dynatrace, Datadog, Splunk.
• Familiarity with incident management platforms such as ServiceNow.
• Ability to prioritize tasks effectively and communicate technical concepts to non-technical stakeholders.
• Excellent problem solving skills and a calm, solution-focused approach under pressure.
• Experience working in AWS.
• Familiarity with CI/CD pipelines and release management processes.

Responsibilities

• Oversee triage, investigation and resolution of production issues with timely updates.
• Manage incident response, documentation and post-incident reviews to identify preventative actions.
• Establish escalation protocols and ensure SLA adherence.
• Coordinate resolution with dependencies outside the immediate team.
• Coordinate knowledge transfer between development teams and L1/L2 triage to create runbooks.
• Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution.
• Foster ownership mindset for system health and stability.
• Define and maintain monitoring solutions and proactive dashboards with alerts.
• Develop runbooks, SOPs and knowledge base articles for consistent response procedures.
• Serve as the primary contact for production incidents and provide updates to leadership and clients.
• Identify recurring incidents and drive permanent fixes to improve reliability and performance.

Skills

production support leadership

incident management frameworks

troubleshooting applications

communicating with stakeholders

AWS experience

prioritization and task management

cross-team collaboration

release management processes

Tools

Dynatrace

Datadog

Splunk

ServiceNow

Job description

Jsr-Tech-Consulting is seeking an experienced Technical Business Analyst to lead production support for client-facing applications in Newark, NJ. You will guide a dedicated support team, collaborate with engineering, manage incidents, and communicate with stakeholders to minimize downtime and improve user experience.

You will oversee triage, root cause analysis, and post-incident reviews, while defining monitoring, runbooks, and escalation protocols.