Lead Engineer-Prod Support

Job Description
Our story

At Alight we believe a companys success starts with its people. At our core we Champion People help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight.

Our Values:

Champion People be empathetic and help create a place where everyone belongs.

Grow with purpose Be inspired by our higher calling of improving lives.

Be Alight act with integrity be real and empower others.

Its why were so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health wealth wellbeing absence management and navigation.

With a comprehensive total rewards package continuing education and training and tremendous potential with a growing global organization Alight is the perfect place to put your passion to work.

Join our team if you Champion People want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at

Job Title: Lead Engineer Prod Support

Location: Gurugram India

Experience: 6

Job Summary:

A .NET Production Support Lead Engineer isresponsible for ensuring the smooth and reliable operation of applications built on role involves troubleshooting debugging and resolving production issues as well as contributing to the improvement and optimization applicationsSenior developers in this area often have a deep understanding technologies and the ability to work with various stakeholders to address technical problems

Key Responsibilities:

• Troubleshooting and Debugging: Identifying and resolving production issues applications including performance problems and errors.
• Production Support: Working with various teams to ensure the stability and reliability applications in a production environment.
• Performance Optimization: Analyzing and improving the performance applications including database queries and code efficiency.
• Application Management: Managing the lifecycle applications including deployment updates and upgrades.
• Documentation: Creating and maintaining documentation applications and related processes.
• Collaboration: Working effectively with other developers testers and stakeholders to resolve issues and improve applications.
• Communication: Effectively communicating technical issues and solutions to both technical and non-technical audiences.

• Provide application support and guidance for proprietary Leave of Absence Management software products while adhering to Alights established SLAs.
• Troubleshoot incoming Incidents for Alight customer-facing applications/products as well as internal systems; if needed convert Incidents into internal defect tracking system and route to appropriate individuals/groups for resolution.
• Update tickets weekly with status or upon request.
• Work with Development teams to provide information on defects and workflow for issues reported.
• Utilize monitoring systems and proactive measures to minimize unacceptable performance which may severely impact business processing.
• Work closely with multiple Shared Services units to ensure end-to-end visibility and optimal tuning of alerts/notifications.
• Act as liaison between internal/external customers and the Alight Software & Technology departments for timely resolution of requests/issues in addition to working closely with Alights Account Management organization to maintain positive relations with our customers.
• Attend meetings with customers Operations and/or other support teams to discuss open defects.
• Lead by example take advantage of peer coaching opportunities to share knowledge and experience with others.
• Establish and maintain excellent partnerships with key internal providers of server storage network platform services (middleware & database) and systems management - including Incident Problem and Change Management.
• Provide feedback to ensure Incident and Problem Management is a mechanism that feeds continuous improvement.
• Maintain a high level of integrity courtesy respect and discretion while interacting with internal/external customers and vendors.
• Adhere to departmental procedures and best practices while looking for improvements whenever efficiencies or quality standards are not met.
• Working with stakeholders and fix agents via a variety of contact methods including instant messaging group chat applications and email.
• Assist in updating and maintaining the teams knowledge repository including a customer-facing SharePoint site by posting status updates creating new self-service documentation for customers and the team and managing links to FAQ and self-service information.
• Assist with daily weekly and monthly reporting as required.
• Regularly review department metrics to identify trends in application defects and escalate appropriately.
• On-call support rotation required.

Required Skills and Qualifications:

• Strong knowledge technologies:such as Net core C#
• Experience with database technologies:such as SQL Server Oracle or MySQL.
• Experience with application performance monitoring tools:such as AppDynamics New Relic Elasticsearch.
• Experience working with AWS Cloud Ansible Git Hub
• Strong problem-solving and debugging skills:the ability to identify and resolve complex technical issues.
• Experience with Agile methodologies and DevOps practices:such as CI/CD pipelines.
• Excellent communication and collaboration skills:the ability to work effectively with diverse teams
• Exceptional customer service interpersonal and communication skills (verbal and written) to positively influence other team members and partners. Ability to clearly and concisely communicate across technical and non-technical audiences.
• Strong technical/analytical skills with keen attention to detail.
• Ability to work under pressure balancing multiple tasks and priorities while maintaining composure and resiliency to remain focused.
• Ability to participate in a weekly on-call rotation which includes nights weekends and holidays.
• Excellent knowledge of ITIL and service-based delivery models with 7x24x365 operations.
• Excellent track record of structured logical and methodical approach to problem solving data gathering analysis and reporting.
• Proficiency with SQL Server including writing ad-hoc queries required.
• Application Support experience required.
• AWS or other Cloud provider experience required.
• Experience in Disability Case Management and/or Leave Management (FMLA) preferred but not required.

Benefits

We offer programs and plans for a healthy mind body wallet and life because its important our benefits care for the whole person. Options include a variety of health coverage options wellbeing and support programs retirement vacation and sick leave maternity paternity & adoption leave continuing education and training as well as several voluntary benefit options.

By applying for a position with Alight you understand that should you be made an offer it will be contingent on your undergoing and successfully completing a background check consistent with Alights employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation education verification employment verification and criminal check search against global sanctions and government watch lists credit check and/or drug test. You will be notified during the hiring process which checks are required by the position.

Our commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued respected and supported. We know that diverse teams are stronger more innovative and more successful.

At Alight we welcome and embrace all individuals regardless of their background and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter more inclusive future.

As part of this commitment Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring reasonable accommodation is needed please contact

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex race color religion creed national origin ancestry age physical or mental disability medical condition pregnancy marital or domestic partner status citizenship military or veteran status sexual orientation gender gender identity or expression genetic information or any other legally protected characteristics or conduct covered by federal state or local addition we take affirmative action to employ disabled persons disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs practices and observances unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note this job description does not restrict managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries partners or purchasers of Alight business units.

We offer you a competitive total rewards package continuing education & training and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts managements right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries partners or purchasers of Alight business units.