Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.
Job Title: L1 Support Lead
Location: Hartford, CT 06156
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Hybrid
Location: Hartford, CT 06156
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Hybrid
Job Description:
Key Responsibilities
- 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.
Required Technical Skills
- Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
- Working knowledge of HealthCare, Clinical & Care Management - Preferred
- Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix).
- 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.
- Ability to work in rotational shifts/on-call support model.
Years of Experience:
- 10 Years of Experience
Mandatory skills:
- Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
- Working knowledge of HealthCare, Clinical & Care Management - Preferred
- Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix)
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Hartford, CT |
| Industry | Computer/IT Services |
| Salary | $57.14 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
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