Lead Production Support Engineer

Location: Noida, India

Department: PE-Cloud

Experience: 8+

Skills: MongoDB, Microsoft Azure, SQL, .NET, C#

• Serve as the technical lead and primary escalation point for complex Tier 2/3 production incidents across applications, APIs, databases, and Azure infrastructure.
• Lead end-to-end incident investigation, troubleshooting, resolution, and technical escalation for high-priority production issues.
• Take ownership of critical incidents, ensuring timely diagnosis, stakeholder communication, and resolution within agreed service levels.
• Troubleshoot and debug applications across Angular, Next.js, TypeScript, .NET Core, C#, REST and GraphQL APIs, microservices, MongoDB, SQL Server, and Microsoft Azure.
• Guide and mentor support engineers in troubleshooting techniques, incident management, and technical problem-solving.
• Provide technical direction during complex investigations and coordinate cross-functional efforts to restore service.

• Lead technical investigations into recurring, high-impact, and business-critical production incidents.
• Perform detailed root cause analysis (RCA), identify underlying technical issues, and recommend corrective and preventive actions.
• Analyze application logs, telemetry, API responses, database performance, and infrastructure metrics using Azure Monitor, Application Insights, and related diagnostic tools.
• Investigate data inconsistencies, application errors, performance degradation, authentication failures, and integration issues.
• Write and optimize SQL and MongoDB queries to diagnose data-related incidents and performance bottlenecks.
• Partner with Engineering and DevOps teams to implement permanent fixes and reduce repeat incidents.
• Identify incident trends and recommend improvements to application reliability and operational stability.

• Establish and improve production support processes, troubleshooting standards, escalation procedures, and incident response practices.
• Develop and maintain technical runbooks, knowledge base articles, troubleshooting documentation, and support procedures.
• Monitor production health, identify potential risks, and proactively address emerging issues.
• Support production deployments, release validation, and post-deployment monitoring.
• Track and improve operational performance, including incident response times, resolution times, recurring incidents, and support effectiveness.
• Identify opportunities to automate repetitive support tasks and improve operational efficiency.

• Act as the technical liaison between Production Support, Engineering, DevOps, Customer Support, and Product teams.
• Coordinate with Engineering to prioritize production defects, validate resolutions, and track fixes through completion.
• Communicate incident status, technical findings, business impact, and resolution plans clearly to technical and non-technical stakeholders.
• Ensure timely communication during production incidents, including escalations, updates, and handoffs.
• Collaborate with distributed teams across the US and India, ensuring consistent coverage, availability, and knowledge transfer.
• Demonstrate accountability, responsiveness, and ownership of production support commitments.

• 8+ years of experience in Production Support, Application Support, Technical Support, or Software Engineering within enterprise or SaaS environments.
• 2+ years of experience in a technical lead, senior escalation, or incident management capacity.
• Strong hands-on experience troubleshooting and debugging C#/.NET Core applications, REST APIs, and microservices.
• Strong working knowledge of Angular-based web applications and frontend-to-backend troubleshooting.
• Advanced SQL troubleshooting skills, including complex queries, joins, execution plans, and performance investigation.
• Hands-on experience with MongoDB, including query troubleshooting, data investigation, and indexing concepts.
• Strong production support experience with Microsoft Azure, including application hosting, monitoring, and infrastructure troubleshooting.
• Experience using Azure Application Insights, Azure Monitor, and log analysis tools to investigate production incidents.
• Demonstrated ability to lead root cause investigations and drive permanent resolutions for recurring production issues.
• Experience with incident management, escalation procedures, and SLA-driven support environments.
• Strong understanding of Azure DevOps, Git, CI/CD pipelines, and production deployment processes.
• Ability to troubleshoot complex issues across multiple application and infrastructure layers.
• Excellent written and verbal communication skills, including explaining technical issues to non-technical stakeholders.
• Strong leadership, ownership, prioritization, and problem-solving skills.
• Ability to mentor engineers, coordinate cross-functional teams, and drive incident resolution with minimal supervision.

• 8+ years of experience in Production Support, Application Support, Technical Support, or Software Engineering.
• 2+ years of technical leadership, senior escalation, or incident management experience.
• Strong hands-on experience with C# and .NET Core application troubleshooting.
• Experience troubleshooting REST APIs and microservices.
• Working knowledge of Angular-based applications and frontend-to-backend issues.
• Advanced SQL troubleshooting, query optimization, and database performance investigation.
• Hands-on MongoDB experience, including queries, data investigation, and indexing concepts.
• Production support experience with Microsoft Azure.
• Experience with Azure Monitor, Application Insights, and log analysis.
• Strong root cause analysis and incident management capabilities.
• Knowledge of Azure DevOps, Git, CI/CD pipelines, and production deployment processes.
• Excellent communication, ownership, and cross-functional coordination skills.

• Experience supporting large-scale, multi-tenant SaaS platforms.
• Experience with Next.js, TypeScript, Material-UI, and responsive web applications.
• Experience troubleshooting authentication and authorization using OAuth, JWT, Azure AD B2C, NextAuth.js, or MSAL-Angular.
• Familiarity with performance optimization, distributed tracing, and microservices troubleshooting.
• Experience improving operations through automation, monitoring, and proactive issue detection.
• Familiarity with ITIL practices, incident management, problem management, and post-incident reviews.
• Experience working with geographically distributed engineering and support teams.

• Strong technical ownership and the ability to independently manage critical production incidents.
• Excellent troubleshooting, analytical, and root cause analysis skills.
• Ability to guide and mentor engineers through complex technical investigations.
• Strong prioritization and decision-making skills under pressure.
• Clear, proactive, and transparent communication with technical and non-technical stakeholders.
• Ability to collaborate across Engineering, DevOps, Customer Support, and Product teams.
• Focus on operational excellence, platform stability, and continuous improvement.
• Ability to work independently while coordinating cross-functional incident resolution.

• Critical production incidents are owned, coordinated, and resolved with minimal disruption.
• Complex technical escalations are investigated thoroughly and addressed without excessive dependency on Engineering.
• Recurring production problems are reduced through permanent corrective actions.
• Support engineers receive effective technical guidance, improving team troubleshooting capabilities.
• Communication with Customer Support, Engineering, and business stakeholders is proactive and transparent.
• Production support processes, documentation, and operational metrics continuously improve.
• The team demonstrates strong accountability, technical ownership, and operational reliability.