Production Support Lead

Pay Rate: $44.00 per hour
Location: Greenville, NC

Summary:

• We are seeking an experienced Production Support Lead to oversee production support operations, ensure application stability, and drive continuous service improvements.

Responsibilities:

• Design and develop key performance and quality metrics, including trend analysis and reporting.
• Manage application maintenance, upgrades, troubleshooting, and overall system health.
• Lead production support activities, ensuring timely resolution of incidents and service requests.
• Develop and implement strategies to mitigate recurring production issues and improve operational efficiency.
• Identify and implement innovative solutions that add value to the project, customer, and organization.
• Ensure the escalation process is followed by assigning L2 and L3 support tickets to the appropriate teams.
• Coordinate with cross-functional and geographically distributed teams to resolve complex technical issues.
• Handle critical customer escalations while maintaining high service quality under pressure.
• Provide effort estimates for enhancement requests and defect fixes for upcoming releases.
• Conduct knowledge transfer sessions and mentor team members on applications, processes, and best practices.
• Support enterprise customers by delivering timely, accurate, and effective solutions.
• Participate in Agile development and release planning activities.

Requirements:

• Extensive experience managing Production Support incidents, troubleshooting, and issue triage.
• Experience supporting enterprise applications in a fast-paced production environment.
• Strong understanding of application maintenance, software upgrades, and release management.
• Knowledge of operating systems, software platforms, Integrated Development Environments (IDEs), and Agile methodologies.
• Ability to work effectively with globally distributed teams across multiple time zones.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication, presentation, and interpersonal skills.
• Ability to prioritize workload and manage multiple critical issues simultaneously.
• Demonstrated commitment to quality, customer satisfaction, and engineering excellence.
• Proactive mindset with the ability to learn new technologies and drive continuous improvement.