L3 Production Support Lead

Job Description :  L3 Production Support Lead

Location : Chennai (Bank Environment)

Work Schedule : Full-time, including 1st and 3rd Saturdays

About the Role

We are seeking an experienced L3 Production Support Lead to join our banking / fintech operations team. The role involves leading a team of production support engineers, managing critical application issues, and ensuring seamless service delivery in a high-pressure, client-facing environment. The ideal candidate will have strong technical expertise, leadership skills, and a proven track record in the banking / fintech industry.

Key Responsibilities

• Lead and mentor a team of L1 & L2 production support engineers, fostering collaboration and ensuring timely resolution of issues.
• Triage and prioritize customer-reported issues based on severity, ensuring minimal impact on business operations.
• Utilize Java and SQL to troubleshoot, debug, and resolve complex application issues.
• Manage incident tracking and resolution using ServiceNow, ensuring accurate documentation and reporting.
• Develop and maintain Standard Operating Procedures (SOPs) for issue resolution and system maintenance.
• Monitor and track application performance daily, proactively identifying and addressing potential issues.
• Engage directly with end customers daily, providing updates, managing expectations, and ensuring high satisfaction.
• Work onsite in a bank environment, adhering to strict security and compliance standards.
• Collaborate with cross-functional teams to drive root cause analysis and implement permanent fixes.

Required Qualifications

Preferred Qualifications

Skills Required

Java Production Support, Troubleshoot, Debug, Servicenow, Optimization, database queries