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Mareana - Support Lead - Ticketing System

MAREANA SOFTWARE INDIA PRIVATE LIMITEDBangalore

14 days ago

Job description

Support Lead

Bangalore / Full-Time

Job Description

At Mareana, we build Enterprise-Scale AI / ML-powered products for Manufacturing, Sustainability and Supply Chain.

We are looking for a highly skilled Support Lead to oversee day-to-day application support operations and lead the support team in ensuring system reliability, efficiency, and SLA compliance.

The ideal candidate should prosses strong technical expertise in Python, Databases, DevOps tools, Jira, Log analysis, Sanity testing, Application monitoring, issue triaging along with excellent leadership and communication skills.

What You'll Do :

Lead and manage daily support operations for critical applications and services.
Monitor application health and performance.
Perform log analysis and troubleshooting for production issues to ensure timely resolutions.
Proficient in code analysis with strong debugging skills.
Oversee triaging of incidents and manage escalations in collaboration with the DevOps and development teams.
Utilize Jira for issue tracking, prioritization and workflow management.
Support sanity testing post-deployment to validate stability and performance.
Ensure strict SLA compliance and drive continuous improvement to meet or exceed support KPIs.
Generate and present periodic reports to the Leadership Team (LT) on support activities, system health and performance metrics.
Collaborate with cross-functional teams to identify areas for support process optimization and automation.
Provide mentorship and guidance to junior team members in handling complex support issues.

Requirements & Skills :

Bachelors degree in computer science, Information Technology or related field or MCA or equivalent.

6-8 years of hands-on experience in delivering end-to-end support, including L2 and L3 activities.

5+ years in application or production support and 2+ years in a lead role.

Very good hands-on experience in the Python, PostgreSQL, SQL etc.

Knowledge of Ne04j (Graph Database) is desirable.

Monitoring and troubleshooting SaaS application across cloud platforms like AWS, Azure and GCP.

Able to utilize Jira for issue tracking, prioritization and workflow management.

Familiar with DevOps tools (e : Jenkins, Git, Docker, Kubernetes, CI / CD pipelines).

Knowledge of ETL and data integration tools, including Apache Airflow, Informatica or Talend would be beneficial.

Good understanding of methodologies like Agile / Scrum.

Strong analytical and problem-solving skills.

Self-motivated, take initiative and assumes ownership.

Ability to work in a highly collaborative and fast-paced environment.

Excellent listening skills to fully understand the customer value requirements.

Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.

Benefits :

Medical Insurance.

Gratuity.

Paid Time Off.

Employee referral bonus program.

Awesome coworkers.

(ref : hirist.tech)

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Support Lead System • Bangalore