Production Support Technical Lead - Remote / Telecommute

Job Title

Pay Range: $49hr - $54hr
Requirement/Must Have

8+ years of experience in Application Production Support and Incident Management.
Hands-on experience with SQL queries, database troubleshooting, and performance analysis.
Experience in Unix/Linux environments and shell scripting.
Knowledge of monitoring and logging tools such as Client, Dynatrace, AppDynamics, ELK, Grafana, or similar.
Experience with ticketing tools such as ServiceNow, Jira, or Remedy.
Strong understanding of ITIL processes, SLA management, and change management.
Strong verbal and written communication skills.
Excellent troubleshooting, problem-solving, and stakeholder management skills.
Strong communication and leadership abilities.
Responsibilities

Lead the production support team and serve as the primary point of contact for critical production issues.
Monitor application health, troubleshoot incidents, and ensure timely resolution within SLA commitments.
Perform root cause analysis (RCA) and implement preventive measures to minimize recurring issues.
Coordinate with development, infrastructure, database, and business teams for incident resolution and change management.
Manage incident, problem, and release management processes following ITIL best practices.
Review logs, system alerts, and performance metrics to proactively identify and address potential issues.
Support application deployments, patches, and production releases.
Ensure high availability, reliability, and performance of business-critical applications.
Prepare operational reports, dashboards, and leadership updates on incident trends and system performance.
Mentor support engineers and drive continuous process improvements and automation initiatives.
Nice to Have

Experience in Healthcare domain applications.
Exposure to cloud platforms (Azure, AWS, or GCP).
ITIL Foundation Certification or equivalent.
Experience in automation and scripting for operational efficiency.
Skills

Technical Leadership.
Production Incident Management.
Root Cause Analysis (RCA).
Stakeholder Management.
Service Delivery Excellence.
Team Mentoring and Coaching.
Problem Solving and Decision Making.