> Markdown version of [/jobs/ext/3030296-l1-support-lead-organization](https://www.wearedevelopers.com/jobs/ext/3030296-l1-support-lead-organization). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L1 Support Lead Organization - **Company:** ICONMA LLC - **Location:** Hartford, WI, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Java (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, JIRA, Microsoft Azure, Cloud Computing, Configuration Management, Code Review, Information Technology Consulting, Databases, Continuous Delivery, Continuous Integration, DevOps, Middleware, Github, Python (Programming Language), PostgreSQL, Microsoft Software, Microsoft SQL Server, MongoDB, MySQL, OpenShift, Windows PowerShell, Release Management, Prometheus, Server Administration, Smoke Testing, Scripting, Google Cloud, 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 - **Published:** September 22, 2026 - **Apply:** https://www.careerbuilder.com/job-details/l1-support-lead-hartford-ct--773755d3-9b7f-4b5c-b300-316b5fbf43d6 ## About the Role * 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 ## 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). * Support release management activities including deployment validation, smoke testing, and rollback planning. ## Related Videos - [How a Small Team Shrank a Microsoft Monorepo by 94%](https://www.wearedevelopers.com/videos/1236-how-a-small-team-shrank-a-microsoft-monorepo-by-94) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Crew Management System for Airlines: Plan duties for pilots & flight attendants worldwide](https://www.wearedevelopers.com/videos/1444-crew-management-system-for-airlines-plan-duties-for-pilots-flight-attendants-worldwide) - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [13 AI Tools for Developers](https://www.wearedevelopers.com/magazine/302-13-ai-tools-for-developers) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix)