Job Description:L3ProductionSupportLead

Location: Chennai (Bank Environment)

Work Schedule: Full-time, including 1st and 3rd Saturdays

About the Role

We are seeking an experiencedL3ProductionSupportLead to join our banking/fintech operations team. The role involves leading a team of productionsupport engineers, managing critical application issues, and ensuring seamless service delivery in a high-pressure, client-facing environment. The ideal candidate will have strong technical expertise, leadership skills, and a proven track record in the banking/fintech industry.

KeyResponsibilities

• Lead and mentor a team of L1 & L2 productionsupport engineers, fostering collaboration and ensuring timely resolution of issues.
• Triage and prioritize customer-reported issues based on severity, ensuring minimal impact on business operations.
• Utilize Java and SQL to troubleshoot, debug, and resolve complex application issues.
• Manage incident tracking and resolution using ServiceNow, ensuring accurate documentation and reporting.
• Develop and maintain Standard Operating Procedures (SOPs) for issue resolution and system maintenance.
• Monitor and track application performance daily, proactively identifying and addressing potential issues.
• Engage directly with end customers daily, providing updates, managing expectations, and ensuring high satisfaction.
• Work onsite in a bank environment, adhering to strict security and compliance standards.
• Collaborate with cross-functional teams to drive root cause analysis and implement permanent fixes.

Required Qualifications

• Experience: 7+ years in productionsupport, with at least 3 years leading a team ofsupport engineersin the banking/fintech industry.
• Technical Skills:
• Strong proficiency in Java for application troubleshooting and development.
• Advanced SQL skills for database querying, optimization, and issue resolution.
• Hands-on experience with ServiceNow for incident management and reporting.
• Leadership: Proven ability to lead, mentor, and manage a team of productionsupport engineers.
• Customer Interaction: Extensive experience handling end customers daily, with excellent communication and issue-resolution skills.
• Operational Expertise:
• Experience creating and maintaining SOPs for productionsupportprocesses.
• Proficiency in daily application monitoring, tracking, and performance analysis.
• Strong understanding of issue severity and prioritization in a customer-facing environment.
• Industry Knowledge: Deep understanding of banking/fintech systems, processes, and compliance requirements.
• Soft Skills: Exceptional attention to detail, problem-solving abilities, and a proactive approach to issue resolution.
• Work Environment: Ability to work onsite in a bank environment with a schedule including the 1st and 3rd Saturdays.

Preferred Qualifications

• Certifications in ITIL, ServiceNow, or Java.
• Experience with additional monitoring tools (e.g.,Instana, Dynatrace).
• Familiarity with Agile methodologies in asupportcontext.