Production Support Lead

Job title: L1 Support Lead
Bill rate: ***/hr
Role is hybrid
Client address: 151 Farmington Ave Hartford, CT 06156
Years of experience required: 8+

Mandatory skills:
1. Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway). 2. Working knowledge of HealthCare, Clinical & Care Management - Preferred 3. Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix)

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.