Lead Production Support Engineer

Konovo is a global healthcare intelligence company on a mission to transform research through technologyenabling faster better connected insights.

Konovo provides healthcare organizations with access to over 2 million healthcare professionals the largest network of its kind globally. With a workforce of over 200 employees across 5 countriesIndia Bosnia and Herzegovina the United Kingdom Mexico and the United Stateswe support some of the most prominent names in healthcare.

Our Whitefield-based India team is our innovation hub and center of excellence for building scalable platforms AI-enabled capabilities and next-generation healthcare technology.

As a Lead Production Support Engineer at Konovo you will be the frontline owner of production stability operational excellence and customer trust. You will work across Product Engineering QA DevOps and Business teams to ensure our platform remains reliable scalable and resilient for global healthcare customers. This is not a ticket-management roleit is an engineering ownership role for someone who thrives under pressure enjoys debugging complex distributed systems and takes accountability for resolving critical production issues end-to-end.

How Youll Make an Impact

Production Incident Investigation & Debugging

• Own end-to-end investigation of production incidents across frontend backend APIs databases and distributed services.
• Debug issues across modern applications built with JavaScript React Java or Scala.
• Drive rapid incident resolution while balancing business impact customer communication and technical accuracy.
• Partner with engineering teams to identify root causes and deploy permanent fixes.

Monitoring Alerting & Root Cause Engineering

• Monitor application logs service health API behavior infrastructure metrics and business alerts.
• Use observability tools like Datadog Amazon CloudWatch or the ELK stack to proactively detect anomalies.
• Lead root cause analysis for critical incidents and publish executive-ready incident reports.
• Drive preventive actions to eliminate recurring production issues.

Application & Database Support

• Investigate data inconsistencies performance issues API failures and system behavior across production environments.
• Perform advanced troubleshooting using MySQL and NoSQL systems.
• Understand schema relationships data integrity and business workflows in healthcare market research systems.
• Support platform releases hotfix validations rollback decisions and post-release monitoring.

Bug Management & Operational Excellence

• Raise high-quality bugs with complete logs traces RCA and reproduction steps in Jira.
• Coordinate issue lifecycle across engineering QA DevOps and product stakeholders.
• Maintain incident dashboards SLA metrics and production quality trends.
• Build knowledge repositories playbooks and troubleshooting guides in Confluence.

Automation & Process Improvement

• Identify opportunities to automate support workflows alerting health checks log analysis and recovery processes.
• Partner with Konovos LITE team to explore AI-driven production support use cases such as anomaly detection log summarization and automated RCA.
• Continuously improve operational efficiency incident response time and platform reliability.

Cross-Functional Leadership

• Act as the bridge between engineering teams and business stakeholders during production incidents.
• Provide calm clear and data-driven communication during outages or escalations.
• Mentor junior support engineers and help scale operational best practices across teams.

What Were Looking For

• 712 years of experience in production support site reliability platform support or application engineering under L-3 Support.
• Strong debugging experience across frontend backend APIs and distributed systems.
• Hands-on experience with:
• JavaScript Java or Scala
• React / applications
• SQL / MySQL / NoSQL databases
• Monitoring tools like Datadog Grafana CloudWatch ELK
• Cloud platforms such as Amazon Web Services
• Strong understanding of microservices distributed systems API integrations and SaaS platforms.
• Experience with Agile delivery incident management and cross-functional stakeholder communication.
• Comfortable leveraging AI-enabled tools to streamline workflows improve response quality and increase speed without compromising data integrity or customer experience.
• Healthcare life sciences or market research platform experience is a strong plus.
• Strong ownership mindset calm under pressure and bias toward action.

Why Join Konovo

• Be part of a mission-drivenorganisationthat isempowering life science researchers and data scientists with the broadest ecosystem of healthcare audiences and an intelligent AI-enabled platform so insightsarentjustcollectedtheyreconnected.

• Join a fast-growing global team with opportunities for professional growth and advancement.

• Enjoy a collaborative and hybrid work environment that fosters innovation and flexibility.

• Experience a workplace that puts employees first offering a workplace designed for growth well-being and balance.

• Become a part of anorganisationthat prioritizes your well-being with comprehensive benefits including group medical coverage accident insurance and a robust leave policy. Our employee-centric policies ensure a rewarding and fulfilling work experience.

• Make a real-world impact by helping healthcareorganisationsinnovate faster.

Ifyoureeager to build a meaningful career in healthcare market research andyouresmart nice and driven to make an impact wedlove to hear from you!

Apply now to be part of our journey.