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Production Support Lead

$44 per hour

Axelon

Greenville, NC
Pay Rate: $44.00 per hour
Location: Greenville, NC

Summary:
  • We are seeking an experienced Production Support Lead to oversee production support operations, ensure application stability, and drive continuous service improvements.
Responsibilities:
  • Design and develop key performance and quality metrics, including trend analysis and reporting.
  • Manage application maintenance, upgrades, troubleshooting, and overall system health.
  • Lead production support activities, ensuring timely resolution of incidents and service requests.
  • Develop and implement strategies to mitigate recurring production issues and improve operational efficiency.
  • Identify and implement innovative solutions that add value to the project, customer, and organization.
  • Ensure the escalation process is followed by assigning L2 and L3 support tickets to the appropriate teams.
  • Coordinate with cross-functional and geographically distributed teams to resolve complex technical issues.
  • Handle critical customer escalations while maintaining high service quality under pressure.
  • Provide effort estimates for enhancement requests and defect fixes for upcoming releases.
  • Conduct knowledge transfer sessions and mentor team members on applications, processes, and best practices.
  • Support enterprise customers by delivering timely, accurate, and effective solutions.
  • Participate in Agile development and release planning activities.
Requirements:
  • Extensive experience managing Production Support incidents, troubleshooting, and issue triage.
  • Experience supporting enterprise applications in a fast-paced production environment.
  • Strong understanding of application maintenance, software upgrades, and release management.
  • Knowledge of operating systems, software platforms, Integrated Development Environments (IDEs), and Agile methodologies.
  • Ability to work effectively with globally distributed teams across multiple time zones.
  • Excellent problem-solving, analytical, and decision-making skills.
  • Strong communication, presentation, and interpersonal skills.
  • Ability to prioritize workload and manage multiple critical issues simultaneously.
  • Demonstrated commitment to quality, customer satisfaction, and engineering excellence.
  • Proactive mindset with the ability to learn new technologies and drive continuous improvement.
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Vacancy posted 19 hours ago
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