L1 Support Lead Organization

• 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).
• Support release management activities including deployment validation, smoke testing, and rollback planning.

• 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, Analysis Skills, Application Programming Interface (API), Artificial Intelligence (AI), Atlassian JIRA, Automation, Change Management, Cloud Computing, Code Reviews, Configuration Management, Continuous Deployment/Delivery, Continuous Integration, Corrective Action, Customer Relations, DevOps, Docker, Documentation, GCP (Good Clinical Practices), Git, GitHub, Health Plan, ITIL (IT Infrastructure Library), Information Technology Consulting, Java, Jenkins, Knowledge Base, Leadership, Maintain Compliance, Mentoring, Messaging Middleware, Metrics, Microservices, Microsoft Product Family, Microsoft SQL Server, Microsoft Windows Azure, MongoDB, MySQL, On Call, Performance Metrics, PostgreSQL, Presentation/Verbal Skills, Problem Solving Skills, Production Support, Programming Languages, Python Programming/Scripting Language, REST (Representational State Transfer), Release Management/Engineering, Reporting Dashboards, Root Cause Analysis, Scripting (Scripting Languages), Service Level Agreement (SLA), ServiceNow, Smoke Testing, Software Administration, Splunk, Status Reports, Technical Support, Telephone Skills, Testing, Validation Testing, Windows PowerShell, Writing Skills

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

• Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
• Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
• Founded in 2000
• 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.