What are the responsibilities and job description for the Senior Production Support Lead position at Inabia Software & Consulting Inc.?
Title: Senior Production Support Lead
Duration: Contract
Location: Atlanta, GA(Hybrid/Onsite)
Local Required
Job Description:
Must Have Skills
Skill 1 – Yrs of Exp – 5 support, production support, or system administration in a complex environment, with at least 2 years in a leadership or supervisory role.
Skill 2 – Yrs of Exp – 6 ITIL processes, particularly incident management, change management, and problem management.
Skill 3 – Yrs of Exp – 6 monitoring tools (e.g., Splunk, AppDynamics, New Relic, or similar) and experience in log analysis for troubleshooting.
Skill 4 – 6 Yrs of Exp - 6 Scripting skills (e.g., Python, Shell scripting) for automating routine tasks and improving operational efficiency
Skill 5 – 6 Yrs of Exp- database systems (SQL, Oracle, etc.) and experience with database troubleshooting in a production environment.
Skill 6– 6 Yrs of Exp - Familiarity with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes) is a plus
Key Responsibilities:
* Lead Production Support Operations: Manage and lead the production support team to ensure the stability and availability of critical production systems. Oversee monitoring, incident management, and resolution of production issues.
* Incident and Problem Management: Coordinate and lead efforts to resolve production incidents promptly, ensuring minimal business impact. Manage the root cause analysis (RCA) process for recurring issues and work towards preventive solutions.
* System Monitoring and Optimization: Continuously monitor system performance, identify potential bottlenecks or issues, and take proactive measures to improve system performance and reliability.
* Escalation Handling: Serve as the point of escalation for complex production issues, providing guidance and expertise in troubleshooting and resolution.
* Collaboration with Development and Infrastructure Teams: Work closely with the development, QA, and infrastructure teams to ensure smooth production deployments, patch management, and post-deployment monitoring.
* SLA Adherence: Ensure that SLAs are met for all production issues, including response and resolution times. Track and report on SLA performance metrics regularly.
* Team Leadership: Provide mentorship and guidance to junior team members, conduct regular team meetings, and facilitate knowledge-sharing sessions to build a high-performing support team.
Qualifications & Skills:
* Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
* 5 years of experience in IT support, production support, or system administration in a complex environment, with at least 2 years in a leadership or supervisory role.
* Strong technical troubleshooting skills in areas such as application monitoring, databases, network, and server infrastructure.
* Experience with ITIL processes, particularly incident management, change management, and problem management.
* Proficiency with monitoring tools (e.g., Splunk, AppDynamics, New Relic, or similar) and experience in log analysis for troubleshooting.
* Scripting skills (e.g., Python, Shell scripting) for automating routine tasks and improving operational efficiency.
* Strong understanding of database systems (SQL, Oracle, etc.) and experience with database troubleshooting in a production environment.
* Familiarity with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes) is a plus.
