Production Support Lead
Orison Solutions
Job Description: Production Support Lead
About the Role
We are seeking an experienced Production Support Lead to join our dynamic technical team. In this role, you will lead L2/L3 production support operations, ensuring optimal performance and reliability of our critical applications and infrastructure. You will be responsible for troubleshooting complex technical issues, mentoring team members, and maintaining service excellence across our production environment.
Key Responsibilities
Lead and manage L2/L3 production support operations with focus on incident resolution and system stability
Troubleshoot and resolve complex issues related to IIS servers, Windows infrastructure, and web applications
Monitor and optimize load balancer configurations and performance
Manage API proxies, troubleshoot API integrations, and handle certificate-related issues
Perform APM (Application Performance Monitoring) analysis and troubleshoot application flows
Administer and support Cloudflare configurations and DNS management
Lead team members, provide technical guidance, and mentor junior support staff
Develop and maintain PowerShell scripts and automation solutions for operational efficiency
Document processes, create runbooks, and maintain knowledge base for team reference
Collaborate with development and infrastructure teams to resolve production issues
Required Qualifications & Experience
Experience: 9-12 years in production support, infrastructure, or related technical roles
Team Leadership: Proven experience leading technical teams (mandatory)
Banking Domain: Project experience in banking or financial services sector (mandatory)
IIS Server Expertise: Very good understanding and hands-on experience with IIS server configuration, troubleshooting, and web server management
Load Balancer Knowledge: Very good knowledge and experience in load balancer configuration and optimization
API Management: Excellent understanding of API proxies, API troubleshooting, integrations, and SSL/TLS certificates
Monitoring Tools: Strong experience with AppDynamics or similar APM tools
Ticketing System: Hands-on experience with ServiceNow or similar incident management platforms
Cloudflare & DNS: Good understanding of Cloudflare and solid knowledge of DNS fundamentals
Windows Server: Strong troubleshooting skills for Windows Server environments
PowerShell & Scripting: Proficiency in PowerShell scripting and automation
Communication Skills: Excellent verbal and written communication abilities
Preferred Qualifications
Azure DevOps: Experience with Azure DevOps tools and CI/CD pipelines
SRE Practices: Knowledge of Site Reliability Engineering (SRE) principles and practices
Network Troubleshooting: Experience in network diagnostics and troubleshooting
.NET Applications: Understanding of .NET application architecture and troubleshooting
SFTP: Knowledge of SFTP configuration and management
Additional Tools: Experience with other industry-standard troubleshooting and monitoring tools
Cloudflare Expertise: Highly valued advantage
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