DPSF-DPH-Support Lead - Assistant Director

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Job Description

Title: Production Support Lead          

Overall Years of Experience:15 + Year  

Relevant Years of Experience :12+

Production Support/L4 Support Lead

Experienced Production Support Lead responsible for managing the support, stability, governance, and continuous improvement of enterprise applications across Low-Code, Pro-Code, Cloud, and Integration platforms. Leads cross-functional support teams, drives incident resolution, stakeholder management, operational excellence, and ensures delivery of reliable, high-quality support services aligned with business objectives

Roles and Responsibilities- Essentials

•  Lead and manage a team of application support engineers responsible for supporting multiple enterprise applications across Low-Code, Pro-Code, Cloud, and Integration platforms.
• Ensure smooth day-to-day production support operations, including Incident Management, Problem Management, Service Requests, and Change Management activities.
• Own the overall health, stability, availability, and performance of business-critical applications and services.
• Act as the primary escalation point for critical production issues and coordinate timely resolution with internal and external stakeholders.
• Manage support resources, workload distribution, capacity planning, utilization tracking, and service delivery commitments.
• Collaborate with business stakeholders, application owners, platform teams, vendors, and delivery teams to ensure operational excellence and customer satisfaction.
• Drive Root Cause Analysis (RCA) activities and implement preventive and corrective actions to minimize recurring incidents.
• Lead application onboarding, support readiness reviews, knowledge transition (KT), and operational handover activities.
• Establish and maintain support governance processes, service review mechanisms, KPI dashboards, and SLA monitoring.
• Provide leadership, mentoring, coaching, and technical guidance to team members across multiple technology domains.
• Expertise in analyse logs, debug Low code a pro code solutions. And better knowledge to guide the team

Roles and Responsibilities

Desired  

• Strong leadership, stakeholder management, and team mentoring capabilities.
• Experience managing L3/L4 support teams across Low-Code, Pro-Code, and enterprise applications.
• Hands-on experience with Microsoft Power Platform (Power Apps, Power Automate, Power Pages, Dataverse, SharePoint Online).
• Knowledge in .NET, C#, ASP.NET, React, Angular, SQL Server, APIs, and modern web applications.
• Strong troubleshooting and root cause analysis skills across UI, backend services, integrations, and databases.
• Experience with Azure DevOps, Git, CI/CD, release management, and Application Lifecycle Management (ALM).
• Knowledge of ITIL processes, Incident Management, Problem Management, Change Management, and Service Delivery.
• Experience in application onboarding, knowledge transition, support governance, and operational excellence.
• Ability to manage multiple applications, priorities, and support demands in a fast-paced environment.
• Strong communication, analytical, and decision-making skills with a customer-focused mindset.
• Exposure to Azure Services, Power BI, Microsoft Fabric, Copilot Studio, and cloud technologies is an added advantage.

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