Position : Production Support Engineer/Technical Lead Java

Experience : 5 to 8 Years

Location : Indore

Role Overview :

Seeking a senior Production Support Engineer with 5 to 8 years of experience to maintain mission-critical Java applications and guide day-to-day support operations. You will lead incident response, drive root-cause analysis, and provide technical leadership to a team of support engineers using ITSM practices.

Key Responsibilities :

- Team Leadership : Mentor junior/mid-level engineers, assign shift tasks, oversee handover processes, and ensure SLA compliance.

- Incident Management : Drive L2/L3 incident resolution using ServiceNow; manage ticket lifecycles, SLAs, and participate in an on-call rotation.

- Troubleshooting : Deep-dive into application logs, stack traces, thread dumps, and heap dumps to resolve critical production issues.

- Monitoring & RCA : Track system health and complete thorough Root Cause Analyses (RCAs) to prevent recurring outages.

- Release & Automation : Support deployments, handle change requests in ServiceNow, and write shell/Python scripts to automate operational tasks.

Requirements :

- Team & Process Management : to 2+ years leading a support Pod/team with practical expertise in ITIL framework processes (Incident, Problem, Change Management).

- ITSM Tooling : Hands-on experience with ServiceNow for ticket logging, SLA tracking, task routing, and change request approvals.

- Java Stack : 5+ years supporting Java/J2EE, Spring Boot, Microservices, and REST APIs.

- Log & System Diagnostics : Deep experience with Splunk/ELK, Java thread/heap dump analysis, and Unix/Linux CLI.

- Databases & APM : Strong SQL skills (Oracle, PostgreSQL, MySQL) alongside experience using APM tools like Dynatrace, AppDynamics, Datadog, or Grafana.