Home > Career > Lead Engineer (Production Support)

Lead Engineer (Production Support)

Role/Job Description

  • Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
  • Perform root cause analysis, management communication and client relationship management in partnership with end client Infrastructure Service Support team(s).
  • Ensures all production changes are made in accordance with life-cycle methodology and guidelines.
  • Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert.
  • Acquire and enrich Functional knowledge of the application(s) supported and interdependencies.
  • Work closely with customer development teams and customer internal IT ops team to monitor and support application and underlying infrastructure.
  • Test and support the releases and deployments.
  • Work in 24x7 support setup
  • Build and maintain collaboration and communications across IT and business teams.
  Roles and Responsibilities
  • Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team.
  • Prioritize workload, providing timely and accurate resolutions.
  • Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs.
  • Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.
  • Participate in knowledge transfer to ensure better grasp of the product and domain.
  • Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
  • Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments







FOUND THIS USEFUL? PLEASE SHARE IT

Our Partners

Magic has built a strong eco-system of partners to ensure that we are able to provide high quality solutions to meet our client's every growing business needs and help them navigate complexity of environments & technology.

Our Partners

Magic has built a strong eco-system of partners to ensure that we are able to provide high quality solutions to meet our client's ever growing business needs and help them navigate complexity of environments & technology.