L1 Support Lead

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.

Job Title: L1 Support Lead
Location: Hartford, CT 06156
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Hybrid

Job Description:

Key Responsibilities

• Lead L2/L3 production support for microservices applications, ensuring adherence to SLAs/OLAs. Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
• Perform root cause analysis (RCA) for major incidents and drive permanent fixes/preventive actions.
• Monitor application health, logs, and performance metrics using Splunk, Grafana, AppDynamics, Prometheus.
• Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/OpenShift/container platforms.
• Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.
• Review and approve incident, problem, and change tickets (ITIL process) in tools like ServiceNow/JIRA.
• Guide and mentor a team of support engineers; assign tasks, review work, and ensure quality of resolutions.
• Drive automation initiatives using Python/PowerShell scripting and AI tools (Copilot/Claude/GPT) to reduce manual effort - self-healing scripts, alert automation, runbook automation, code review assistance.
• Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.
• Participate in on-call rotation and manage major incident bridge calls when required.
• Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume, aging, trends).
• Support release management activities including deployment validation, smoke testing, and rollback planning.

Required Technical Skills

• Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
• Working knowledge of HealthCare, Clinical & Care Management - Preferred
• Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix).
• Experience with containerization & orchestration: Docker, Kubernetes/OpenShift. Cloud exposure: Azure (Preferred) / GCP.
• CI/CD tools: Jenkins, Git EMU / Git Actions, Azure DevOps. Database: MySQL, SQL Server, PostgreSQL, MongoDB.

Programming Language:

• Java, Spring Boot Microservices, REST APIs.
• AI Tools / LLMs:
• GitHub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI - for code assistance, automation, and productivity gains in support workflows.

Monitoring/Observability Tools:

• Splunk, Grafana, AppDynamics, Prometheus.

Middleware/Messaging:

• Kafka.
• Scripting: Python, PowerShell, or similar for automation.

Soft Skills

• Strong analytical and problem-solving skills under time pressure.
• Excellent verbal and written communication for stakeholder and client interaction.
• Leadership and mentoring capability.
• Ability to work in rotational shifts/on-call support model.

Years of Experience:

• 10 Years of Experience

Mandatory skills:

• Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
• Working knowledge of HealthCare, Clinical & Care Management - Preferred
• Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix)

TekWissen Group is an equal opportunity employer supporting workforce diversity.