Job Description
The Production Support Lead is responsible for providing L1 and L2 support for Java applications covering 24 x 7 services. Required to provide technical support or guidance, troubleshoot and resolve technical issues, and with other departments to identify and resolve Application issues. (Splunk experience is mandatory.)
Required Technical Background:
- A high degree of analytical, troubleshooting and problem-solving abilities having experience with 8+ years of Java Production Support (In L1 and L2 Support).
- Knowledge of multi-tier application architecture.
- Experience with web technologies and internet-based applications.
- Experience working in an on-call and 24x7 Support Systems.
- Monitoring experience and working knowledge of log analysis tools like Splunk, NGINX, App dynamics, Grafana, Epic etc
- Knowledge of object-oriented languages (e.g. Java, J2EE, Spring or other MVC framework). SOAP and Restful are a plus.
- Working knowledge of Linux/unix
- Understanding of Oracle database servers. NoSQL database is a plus.
- Knowledge of Spinnaker, Jenkins, Ansible and Python is required.
- Knowledge of load-balanced environments such as BigIP F5, Cisco, or Citrix.
- Knowledge of any issue/problem tracking system, such as ServiceNow.
- Basic knowledge in diagnosing network-related technical issues.
- Work ticket to solve technical issues and troubleshooting skills
- Knowledge of Tomcat based applications.
- Assist the business in identifying the appropriate solution based on their needs
- Communicate with stakeholders in other departments when necessary to identify and resolve Application issues
- Participate in ongoing training sessions, including product knowledge, internal policies, and security practices.
- Monitor the health of the Applications and work on incidents and follow up on them until closure.
- Update knowledge base articles as needed. Confluence is a plus.
- Escalate unresolved incidents or open new ones as appropriate.
- Support team in resolving issues and cross training
- Good understanding of SLAs and KPIs for Production Support
