Lead II - Production Support

Job Title: Production Support Lead
Job Location: Aliso Viejo, CA
Pay rate: $44.00/hr

Job Summary:

We are seeking an experienced Production Support Lead to oversee production support operations, ensure application stability, and drive continuous service improvements. The ideal candidate will manage production incidents, lead troubleshooting efforts, coordinate with cross-functional teams, and develop strategies to improve system performance and customer satisfaction.

Key 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.

Required Skills & Qualifications:

• 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.