Job Role: Production Support Lead
Experience in B2B SaaS production support is mandatory.
Industry Type: Software Product
Department: Customer Success
Location: Hyderabad
Desired Experience: 6-8 years of experience in Production Support for B2B SaaS platforms.
Strong expertise in MS SQL (query optimization, debugging, stored procedures, indexing, performance tuning).
Employment Type: Full-Time
Education: Bachelors Degree in Computer Science, IT, Engineering or a related field
Job Overview
We are seeking an experienced Production Support Lead to oversee and manage our production support team for our B2B SaaS platform. The ideal candidate will have 6-8 years of relevant experience in a SaaS-based environment, with expertise in MS SQL and team handling experience in production support. The role requires a proactive individual who can troubleshoot, analyze, and resolve production issues while ensuring system stability and performance.
Key Responsibilities:
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Lead and manage the Production Support team, ensuring smooth issue resolution and timely support.
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Monitor and maintain system uptime, performance, and incident resolution within defined SLAs.
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Troubleshoot and resolve database-related issues using MS SQL, including query optimization and debugging.
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Collaborate with Development, QA, and Infrastructure teams to identify and fix production issues.
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Establish and implement best practices for production support, including incident management, problem management, and escalation processes.
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Perform root cause analysis (RCA) for recurring incidents and recommend long-term fixes.
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Ensure compliance with security policies, data integrity, and system stability.
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Create and maintain documentation for production incidents, troubleshooting steps, and resolutions.
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Proactively identify process improvements to enhance efficiency in support operations.
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Mentor and train the team to improve technical capabilities and customer handling skills.
Key Skills:
6-8 years of experience in Production Support for B2B SaaS platforms.-
Strong expertise in MS SQL (query optimization, debugging, stored procedures, indexing, performance tuning).
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Experience in leading a production support team with a focus on issue resolution and SLA adherence.
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Hands-on experience in troubleshooting application issues, database performance, and infrastructure bottlenecks.
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Knowledge of incident management, problem management, and escalation processes.
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Understanding of SaaS product architecture, cloud platforms, and web-based applications.
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Excellent analytical, problem-solving, and decision-making skills.
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Strong communication skills to interact with cross-functional teams and stakeholders.
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Ability to work in a fast-paced environment and handle critical production issues efficiently.
Qualifications:
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Bachelor's degree in Computer Science, Information Technology, or a related field.
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Experience in B2B SaaS production support is mandatory.
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Certifications in ITIL, SQL, or Cloud Technologies (AWS, Azure) are a plus.
Role: https://www.naukri.com/production-manager-supervisor-jobs
Industry Type: https://www.naukri.com/it-services-consulting-jobs
Department: https://www.naukri.com/production-jobs,https://www.naukri.com/manufacturing-engineering-jobs
Employment Type: Full Time, Permanent
Role Category: Operations, Maintenance & Support
Education
UG: B.Tech/B.E. in Any Specialization
