Bengaluru, Karnataka
Job Summary
The Senior Support Lead plays a critical role in enhancing customer satisfaction by executing continuous improvement activities, conducting root cause analysis, and providing expert technical assistance to resolve complex customer issues. This position is pivotal in bridging the gap between customer needs and product enhancements, ensuring that support processes align with organizational goals.
Key Responsibilities
Resolve escalated application and production issues.
Perform RCA and implement preventive solutions.
Manage P1/P2 incidents and support problem management activities.
Monitor and optimize Autosys jobs and application alerts.
Perform log analysis, database queries, and health checks.
Support releases, deployments, and post-implementation validations.
Maintain SOPs and mentor L1 support teams.
Drive automation and operational improvements.
Skill Requirements
AppDynamics, Splunk, BigPanda, Grafana, Kibana.
Autosys (advanced), Control-M (nice to have).
Unix/Linux and Shell scripting.
SQL knowledge (Oracle, MSSQL, MongoDB).
Basic AWS, CI/CD, Docker, Kubernetes exposure.
Python/Shell scripting and application log analysis.
ITIL and Agile experience.
Other Requirements
Strong problem-solving and communication skills.
Ability to lead critical incident bridges.
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