Production Support Lead-Hybrid

Production Support Lead-Hybrid

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Production Support Lead-Hybrid to join our team in McKinney, Texas (US-TX), United States (US).

Job Summary: We are seeking an experienced Production Support Lead with a strong background in production support and deep technical expertise in.NET, SQL Server, AWS, and ETL processes. The ideal candidate will have 10+ years of hands-on experience in .NET and SQL Server environments, along with proven leadership capabilities in managing production support operations, driving issue resolution, ensuring system stability, and collaborating with cross-functional teams. This role requires excellent verbal and written communication skills, strong stakeholder management, and the ability to lead critical incident response in a fast-paced environment.

Key Responsibilities:

• Lead the production support function for business-critical applications and platforms.
• Manage and mentor production support team members, ensuring high performance and continuous development.
• Serve as the primary escalation point for complex production issues and critical incidents.
• Drive root cause analysis, problem management, and implementation of preventive measures.
• Monitor application health, system performance, and job execution to ensure platform stability and availability.
• Support and troubleshoot applications built on .NET, SQL Server, AWS, and ETL-based data pipelines.
• Coordinate with development, infrastructure, QA, DevOps, and business teams to resolve incidents and deploy fixes.
• Ensure timely resolution of production tickets in line with SLAs and business expectations.
• Lead incident management calls, provide status updates, and communicate effectively with technical and non-technical stakeholders.
• Analyze recurring issues and recommend improvements to enhance application reliability and supportability.
• Oversee deployment support, release validation, and post-release monitoring.
• Develop and maintain support documentation, runbooks, SOPs, and knowledge base articles.
• Drive automation and process improvement initiatives to improve support efficiency and reduce manual effort.
• Participate in on-call support and manage major incident response as needed.

Ideal Qualifications:

• 10+ years of experience in.NET and SQL Server, with significant hands-on production support experience.
• Strong background in leading production support for enterprise applications.
• Solid experience with AWS services in a production environment.
• Experience with ETL tools/processes and troubleshooting data integration workflows.
• Strong knowledge of incident management, problem management, change management, and release support.
• Ability to analyze logs, debug issues, and resolve application, database, and batch processing problems.
• Experience with performance tuning, query optimization, and SQL troubleshooting.
• Familiarity with monitoring tools, ticketing systems, and support processes.
• Proven experience handling high-severity incidents and driving root cause analysis.
• Excellent leadership, stakeholder management, and team coordination skills.
• Outstanding verbal and written communication skills.

Preferred Qualifications:

• Experience working in 24/7 support models or global support environments.
• Exposure to scripting or automation for support tasks.
• Familiarity with DevOps practices, CI/CD pipelines, and cloud-based production operations.
• Experience in regulated or high-availability environments is a plus.

Key Skills:

• Production Support Leadership
• .NET
• SQL Server
• AWS
• ETL
• Incident Management
• Problem Management
• Root Cause Analysis
• Application Support
• Performance Tuning
• Stakeholder Communication
• Team Leadership

Soft Skills:

• Excellent verbal and written communication
• Strong problem-solving and analytical thinking
• Ability to work under pressure and manage critical incidents
• Strong collaboration and coordination skills
• Proactive, ownership-driven mindset
• Ability to communicate effectively with both technical and business stakeholders

Basic Qualifications:

• Minimum 8 years Application Support experience
• Minimum 8 years .NET experience

About NTT DATA:

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.