DotNet Application Support Lead (L3 / Production Support)

Key Responsibilities

• Own end-to-end health and stability of critical applications in production
• Monitor system performance, batch jobs, and integrations proactively
• Identify risks and prevent incidents before they occur
• Lead L2/L3 incident triage, troubleshooting, and resolution
• Drive war rooms for high-severity incidents (P1/P2)
• Perform detailed Root Cause Analysis (RCA) and ensure permanent fixes
• Reduce recurrence through systematic improvements
• Leverage Tools (Splunk, App Insights, Dynatrace, etc.) for Log analysis, Performance monitoring, Trend identification
• Enhance alerting mechanisms to improve signal vs noise
• Build dashboards for real-time system visibility
• Debug Issues Across .NET applications / APIs, Batch processes (SSIS or equivalent), Database layers
• Use SQL to Analyze data issues, Support reconciliation scenarios, Validate system behavior
• Identify opportunities to automate repetitive support tasks
• Develop and maintain runbooks/playbooks
• Improve MTTR, incident trends, and support efficiency
• Support production deployments and post-release validation
• Perform smoke testing and environment sanity checks
• Ensure stability across environments and dependency systems
• Cross-Team Coordination
• Collaborate with Development, Infrastructure, DB, and Vendor teams
• Own issues end-to-end and drive closure across teams
• Act as a bridge between technical teams and business stakeholders
• Stakeholder Communication
• Provide clear, concise updates during incidents
• Translate technical issues into business impact
• Present RCA findings and improvement plans to leadership

Required Skills & Experience

• Strong production support (L2/L3) experience
• Excellent incident management and RCA skills
• Solid SQL querying and data analysis capabilities
• Experience with monitoring/logging tools (e.g., Splunk, Dynatrace, App Insights)
• Working Knowledge Of .NET applications / APIs, Batch processing (SSIS or similar)
• Strong ownership mindset (thinks beyond tickets)
• Highly proactive in identifying and mitigating risks
• Excellent communication and stakeholder management
• Ability to lead incident bridges and coordinate multi-team resolution
• Nice-to-Have: Exposure to automation scripting (PowerShell, Python), Knowledge of ITIL processes, Experience in healthcare payer or similar domain, Familiarity with cloud environments (Azure preferred)

Success Metrics

• Reduction in incident recurrence
• Improved MTTR (Mean Time to Resolve)
• Increased monitoring coverage & alert effectiveness
• Stable production releases with minimal post-release issues
• Strong stakeholder confidence and communication
• Prior experience in lead or senior support role preferred

Important Note

This role is not ticket-driven support. It is focused on ownership, reliability engineering, and proactive problem solving, ensuring long-term stability and continuous improvement of production systems.