Lead Software Engineer - ITSM

Lead end-to-end service delivery for critical applications, ensuring high availability, SLA adherence, and ongoing improvements.
Utilize application support expertise to manage incidents, conduct root cause analysis, and coordinate with SDLC and release cycles.

• Ensure SLA compliance and maintain application availability.
  Manage major incidents with timely stakeholder communication.
  Perform application triage using logs, code, and monitoring tools.
  Align support activities with SDLC, release, and deployment processes.
  Oversee incident, problem, and change management using tools like ServiceNow.
  Collaborate with support teams, development, and vendors to resolve issues.
  Conduct root cause analysis, implement defect fixes, and drive preventive measures.
  Monitor service performance, incident trends, and improve delivery quality continuously.
  

• Mandatory Skills:
  

  • Experience in application support and service delivery (L2/L3).
    Understanding of SDLC, release management, and production support.
    Ability to analyze logs, APIs, and integrations.
    Proficiency with ITSM tools like ServiceNow.
    Knowledge of incident, problem, and change processes.
    Basic understanding of microservices and distributed systems.
    Strong troubleshooting, RCA, and communication skills.
    Track record of KPI management (SLA, MTTR, incident reduction).
    Commitment to continuous improvement and service optimization.