Production Support Lead (BAU) | Incident & Problem Management Expert
We’re looking for a talented Production Support Lead to join a fast-paced team focused on maintaining high availability and stability for critical business applications. If you have a deep understanding of production environments, incident management, and problem-solving, this could be the perfect opportunity for you. You will thrive in an environment that enables you to conduct proactive tasks like service improvement, capacity planning, and system optimization.
Key Responsibilities:
* Lead Level 3 (L3) Support: Own incident triage, lead troubleshooting efforts, and manage escalation for business-impacting incidents.
* Root Cause Analysis: Drive problem management to identify the underlying causes of incidents and implement long-term fixes.
* Ensure SLA Compliance: Work under tight Service Level Agreements (SLAs) to resolve issues quickly and minimize downtime.
* Collaborate Across Teams: Partner with business users, technology teams, and vendors to resolve incidents, document solutions, and improve service quality.
* Proactive Monitoring: Identify potential issues before they disrupt services, implementing preventative actions and driving continuous improvement.
* Reporting & Communication: Provide regular incident metrics, status updates, and clear communication to leadership and stakeholders.
What We’re Looking For:
* Experience in Production Support: Knowledge of incident management, problem management, and change management in a production support environment.
* Technical Expertise: Ability to troubleshoot complex incidents and perform root cause analysis (RCA).
* SLA Focused: Strong understanding of SLAs and a proven ability to meet service delivery targets.
* Collaboration Skills: Comfortable working cross-functionally and managing communication with all levels of leadership.
* Investment banking / financial services background is nice to have.
If you're passionate about maintaining service excellence and continuously improving support processes, we’d love to connect!
Seniority level
Not Applicable
Employment type
Contract
Job function
Information Technology
Industries
Technology, Information and Media, Financial Services, and Investment Banking
#J-18808-Ljbffr