Production Support Lead Mammoth-AI

Job Summary:

A proactive and technically skilled Production Support Lead to oversee the stability and performance of our live production systems. You will be responsible for leading a team of support engineers managing incident response and driving continuous improvement of support processes and system reliability. This role requires a balance of hands-on technical troubleshooting and people leadership.

Key Responsibilities:
Lead the production support function across critical applications and services.
Manage and mentor a team of support engineers setting priorities and ensuring high performance.
Oversee the incident management process triage root cause analysis resolution and communication.
Work closely with development QA DevOps and infrastructure teams to address issues and deploy fixes.
Implement monitoring and alerting solutions to proactively identify and resolve issues.
Define and enforce SLAs uptime targets and escalation procedures.
Ensure comprehensive documentation of incidents fixes and knowledge-base articles.
Drive the implementation of automation tools and practices to improve efficiency.
Track key metrics (uptime MTTR incident volume) and present reports to leadership.
Own the change management and release validation process to minimize production risks.

Required Skills & Qualifications:
5 years of experience in production support/ IT operations.
2 years of experience in a lead or managerial capacity.
Experience in Java NodeJS SOA SpringCloud SpringBoot.
Experience supporting large-scale mission-critical systems in a 24x7 environment.
Strong troubleshooting skills across application infrastructure and network layers.
Bachelors degree in Computer Science Information Technology or related field.
Familiarity with Linux/Unix environments databases (e.g. PostgreSQL MySQL) and cloud infrastructure (AWS Azure or GCP).
Experience with incident tracking tools (e.g. Jira ServiceNow) monitoring tools (e.g. New Relic Datadog Prometheus) and logging tools (e.g. ELK stack Splunk).
Strong communication and leadership skills especially under pressure.
Excellent organizational and prioritization abilities.

Preferred Qualifications:
ITIL Certification or familiarity with ITIL best practices.
Experience with CI/CD pipelines and DevOps tooling.
Knowledge of scripting (e.g. Bash Python) for automation.
Background in regulated environments (e.g. FinTech Healthcare).