Technical Lead- Application & Production Support

Role Summary-

We are looking for a Support Technical Lead to manage 24x7 Application and Production Support operations. The role demands strong technical troubleshooting skills, hands-on Python expertise, leadership in incident management, and effective communication with customers and internal teams to ensure production stability.

Key Responsibilities

• Own end-to-end application and production support for pre-production and live environments
• Lead incident management with strict adherence to SLAs for response and resolution
• Act as the primary technical escalation point during high-severity production issues
• Manage Ticket classifications and justifications to customers. Interface directly with international customers on regular hours as well as on-call basis.
• Perform root cause analysis (RCA) and ensure permanent corrective and preventive actions
• Coordinate with engineering, DevOps, and infrastructure teams during deployments and hotfixes
• Monitor system health and proactively identify performance or stability risks
• Prepare and deliver weekly/monthly MIS, incident, and performance reports
• Define and enforce internal OLAs aligned with customer SLAs
• Identify recurring issues and drive automation and process improvements
• Lead shift operations, handovers, and mentor support engineers.
• Manage team workload by prioritizing work incidents, service requests, problem tickets, improvement tickets.

Technical Requirements

1. Strong expertise in Python scripting, debugging, and log analysis
2. Hands-on experience supporting production and pre-production environments
3. Solid knowledge of Linux/Unix systems and shell scripting
4. Experience troubleshooting REST APIs, payloads, and integration workflows
5. Proficiency in writing and optimizing SQL/MySQL queries for production issues
6. Familiarity with microservices, architecture and distributed systems
7. Experience with monitoring tools such as Grafana, CloudWatch, or equivalent
8. Knowledge of Git-based version control and release management practices
9. Hands-on support experience with message queues like RabbitMQ or Kafka
10. Understanding of Redis or similar caching technologies
11. Exposure to DevOps workflows, including deployments and CI/CD pipelines
12. Ability to interpret API/ICD specifications and end-to-end data flows
13. Knowledge of IoT systems, event-driven architectures, and telemetry data
14. Awareness of camera-based AI systems
15. Experience working in 24x7 support models with production-critical systems

Soft Skills & Leadership

• Strong communication skills with technical and non-technical stakeholders
• Ability to perform under pressure in high-impact production situations
• Proven leadership in managing shifts, escalations, and customer expectations
• Ability to influence and engage internal SMEs, stakeholders and escalate internally as required.

Education & Eligibility

• B.E. / B.Tech / MCA in Computer Science or a related discipline
• Willingness to work in a 24x7 rotational shift environment
• Prior experience as Senior Support Engineer or Technical Lead is required

Exclusion

• People with only network/telecom support experience are not suitable. Experience with software product (web application) support is mandatory.