L1 Support Lead

ICONMA LLC

Middletown, CT, United States

10 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

0 years minimum

Compensation

$53,040.0 - $64,480.0

Working hours

Regular working hours

Job source

www.careerjet.com

Tech stack

Java (Programming Language) Artificial Intelligence JIRA Microsoft Azure Cloud Computing Code Review Databases Continuous Integration DevOps Middleware Python (Programming Language) PostgreSQL

+27 more

Microsoft SQL Server MongoDB MySQL OpenShift Windows PowerShell Release Management Prometheus Smoke Testing Microsoft Power Automate GitHub Copilot Large Language Models Grafana Spring-boot Mttr Git Containerization Kubernetes Apache Kafka Restful APIs Splunk Appdynamics GPT Docker Jenkins Servicenow Programming Languages Microservices

Job description

Lead L2/L3 production support for microservices applications, ensuring adherence to SLAs/OLAs.
Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
Perform root cause analysis (RCA) for major incidents and drive permanent fixes/preventive actions.
Monitor application health, logs, and performance metrics using Splunk, Grafana, AppDynamics, Prometheus.
Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/OpenShift/container platforms.
Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.
Review and approve incident, problem, and change tickets (ITIL process) in tools like ServiceNow/JIRA.
Guide and mentor a team of support engineers; assign tasks, review work, and ensure quality of resolutions.
Drive automation initiatives using Python/PowerShell scripting and AI tools (Copilot/Claude/GPT) to reduce manual effort self-healing scripts, alert automation, runbook automation, code review assistance.
Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.
Participate in on-call rotation and manage major incident bridge calls when required.
Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume, aging, trends).
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Requirements

Experience with containerization & orchestration:
Docker, Kubernetes/OpenShift.
Cloud exposure:
Azure (Preferred) / GCP.
CI/CD tools:
Jenkins, Git EMU / Git Actions, Azure DevOps.
Database:
MySQL, SQL Server, PostgreSQL, MongoDB.
Programming Language:
Java, Spring Boot Microservices, REST APIs.
AI Tools / LLMs:
GitHub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI for code assistance, automation, and productivity gains in support workflows. · Monitoring/Observability Tools: Splunk, Grafana, AppDynamics, Prometheus.
Middleware/Messaging:
Kafka.
Scripting: Python, PowerShell, or similar for automation.
Soft Skills
Strong analytical and problem-solving skills under time pressure.
Excellent verbal and written communication for stakeholder and client interaction.
Leadership and mentoring capability.
Years of Experience: 10.00 Years of Experience