Production Support Lead

About the role

The Production Support Lead will drive the operational stability, performance, and continuous improvement of a critical enterprise application.

Responsibilities

• Lead incident management processes and drive reduction of recurring production issues.
• Own and manage P1/P2 incident response, war-room calls, and cross-functional escalations.
• Partner with engineering teams to perform root cause analysis (RCA) and implement permanent fixes.
• Maintain and monitor application performance, identifying opportunities for operational improvements.
• Track and report key support metrics, trends, and service health indicators.
• Collaborate with business stakeholders, development teams, and support organizations to ensure timely issue resolution.
• Drive continuous improvement initiatives that reduce incident volume and improve service reliability.
• Support change management activities and ensure production readiness for releases.

Requirements

• 6+ years of experience in Application Support, Production Support, or IT Operations.
• Strong knowledge of ITIL processes, including Incident, Problem, and Change Management.
• Hands-on experience supporting applications built with C#.NET, SQL Server, and PHP.
• Experience conducting RCA and driving problem management initiatives.
• Proven experience managing high-volume production support environments.
• Strong stakeholder management and client-facing communication skills.
• Experience leading critical incident bridges and coordinating cross-functional teams during major incidents.
• Strong analytical skills with experience creating operational dashboards, KPI reporting, and service health metrics using Excel, Power BI, or similar tools.

Qualifications

• ITIL Certification preferred.
• Exposure to DevOps, monitoring, and observability tools.
• Experience implementing service improvement and operational excellence initiatives.
• Knowledge of automation and support process optimization.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid Holidays plus Paid Time Off
• 401(k) Plan and Contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan