What are the responsibilities and job description for the Senior Production Support Lead position at TekWissen LLC?
Overview :
TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients worldwide. Our client provider of digital technology and transformation information technology and services
Position : Senior Production Support Lead
Location : Atlanta GA
Duration : 7 Months
Job Type : Contract
Work Type : Hybrid
Job Description : Job Summary :
We are seeking a Senior Production Support Lead to oversee the daily operations of our production environments and ensure smooth and efficient functionality of critical applications and systems.
The ideal candidate will have strong technical troubleshooting skills a solid understanding of production environments and a proven ability to lead a team in resolving complex production issues quickly and effectively.
As a Senior Production Support Lead you will be responsible for managing escalations overseeing incident management driving performance improvements and working closely with other teams such as development infrastructure and business operations.
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 postdeployment 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 knowledgesharing sessions to build a highperforming support team.
Documentation & Knowledge Management :
Maintain uptodate knowledge base articles troubleshooting guides and standard operating procedures (SOPs).
Ensure proper documentation of all incidents changes and resolutions.
Change Management :
Assist in managing changes in production environments by ensuring thorough testing and validation of changes and providing postimplementation support.
Continuous Improvement :
Drive continuous improvement initiatives within the production support process.
Identify opportunities to automate repetitive tasks enhance system reliability and optimize operational workflows.
Qualifications & Skills :
Bachelors 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.
Strong communication skills with the ability to explain technical issues to nontechnical stakeholders and produce clear incident reports.
Leadership and Team Management :
Proven ability to mana
Tek Wissen Group is an equal opportunity employer supporting workforce diversity.
