Lead Product Sustenance Engineer

Responsibilities : The role includes leadership responsibilities for a team of sustenance engineers, taking care of all aspects of service delivery to international customers, including Incident resolution and other support duties. Lead a Support team and organize daily workflows and processes, helping the team to keep their backlog of tickets under control. This role includes provisioning of tooling and guidelines. Some of the responsibilities are listed below; however, these are not the exhaustive set of responsibilities.

• Lead a team of professionals in terms of organization and technical investigations.
• Proactive, professional technical support service for applications following ITIL guidelines . Organize daily Incident resolution and use Problem Management strategy to improve overall quality of the product.
• IT support and maintenance of business applications to ensure the effective and efficient functioning of global business operations.
• Create and maintain comprehensive documentation and knowledgebase to ensure support, maintenance and recovery of all IT systems.
• Guide and train the team on new technical subjects and functional modules, to enable them to work efficiently. Use monitoring tools to proactively detect issues.
• Assist to structure and automate support workflow and tasks.
• Work closely and collaborate with the Information Technology and Operations teams to support systems and process improvements.
• Create productive relationships with key users, vendors and colleagues to ensure timely and efficient resolution of incidents/problems.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• Strong Computing and or IT background with at least 10-12 years of related work experience.
• Strong IIS and web-based application knowledge. Especially troubleshooting knowledge of Web Server, App Server and DB Server is a must
• Working knowledge of MS SQL Databases is a must
• ITIL foundation certification is a must with clear understanding of Incident Management, Problem Management, techniques of RCA and good understanding for the need of SLA
• Experience with Observability platform like Grafana for trouble shooting, monitoring and alerting is a must .
• Working knowledge of ESB or Message Queuing (MSMQ) is an added advantage
• Experience with REST based WebServices and microservices is an added advantage
• Exposure to agile, DevOps and/or automation is desirable.

Skills:

• You have skills to lead and organize a team of product sustenance engineers , helping them to conduct trouble shooting, resolve incidents on time and turn the lessons learned into actions .
• Critical thinking and analytical skills with troubleshooting and complex problem-solving ability is a must.
• You have attention to detail and are motivated by high quality results.
• Have the mind-set of a cross functional team member with all the skills necessary to serve our customers .
• Processes high domain knowledge - meaning very good understanding of the business, applications, and functionalities.
• Self-organizing , with the ability to work both independently and as part of a team.
• Excellent verbal/written communication skills. Fluent in English.