Application Support Lead (L3 / Production Support)

Production Stability & Ownership

• Own end-to-end health and stability of critical applications in production

• Monitor system performance, batch jobs, and integrations proactively

• Identify risks and prevent incidents before they occur

Incident & Problem Management

• Lead L2/L3 incident triage, troubleshooting, and resolution

• Drive war rooms for high-severity incidents (P1/P2)

• Perform detailed Root Cause Analysis (RCA) and ensure permanent fixes

• Reduce recurrence through systematic improvements

Monitoring & Observability

• Leverage tools (Splunk, App Insights, Dynatrace, etc.) for:

o Log analysis

o Performance monitoring

o Trend identification

• Enhance alerting mechanisms to improve signal vs noise

• Build dashboards for real-time system visibility

Application & Data Troubleshooting

• Debug issues across:

o .NET applications / APIs

o Batch processes (SSIS or equivalent)

o Database layers

• Use SQL to:

o Analyze data issues

o Support reconciliation scenarios

o Validate system behavior

Continuous Improvement & Automation

• Identify opportunities to automate repetitive support tasks

• Develop and maintain runbooks/playbooks

• Improve MTTR, incident trends, and support efficiency

Release & Environment Management

• Support production deployments and post-release validation

• Perform smoke testing and environment sanity checks

• Ensure stability across environments and dependency systems

Cross-Team Coordination

• Collaborate with Development, Infrastructure, DB, and Vendor teams

• Own issues end-to-end and drive closure across teams

• Act as a bridge between technical teams and business stakeholders

Stakeholder Communication

• Provide clear, concise updates during incidents

• Translate technical issues into business impact

• Present RCA findings and improvement plans to leadership

The ideal candidate brings strong production support experience, solid SQL and

application troubleshooting skills, and a mindset centered on operational excellence

and business continuity., Core Skills (Must-Have)

• Strong production support (L2/L3) experience

• Excellent incident management and RCA skills

• Solid SQL querying and data analysis capabilities

• Experience with monitoring/logging tools (e.g., Splunk, Dynatrace, App Insights)

• Working knowledge of:

o .NET applications / APIs

o Batch processing (SSIS or similar)

Behavioral & Leadership Skills

• Strong ownership mindset (thinks beyond tickets)

• Highly proactive in identifying and mitigating risks

• Excellent communication and stakeholder management

• Ability to lead incident bridges and coordinate multi-team resolution

Nice-to-Have

• Exposure to automation scripting (PowerShell, Python)

• Knowledge of ITIL processes

• Experience in healthcare payer or similar domain

• Familiarity with cloud environments (Azure preferred)

Success Metrics (What Good Looks Like)

• Reduction in incident recurrence

• Improved MTTR (Mean Time to Resolve)

• Increased monitoring coverage & alert effectiveness

• Stable production releases with minimal post-release issues

• Strong stakeholder confidence and communication

Experience

• 10+ years in application/production support

• Prior experience in lead or senior support role preferred