YOUR ROLE

We are seeking a highly capable Shift Lead to oversee support operations and ensure smooth service delivery across production environments. The ideal candidate will have strong L2/production support experience, hands-on technical troubleshooting abilities, and proven leadership in managing shift teams. This role requires coordinating incident response, maintaining SLAs, and ensuring effective communication between technical and business stakeholders.

Responsibilities:

• Lead and manage shift operations, ensuring timely response and resolution of production incidents.
• Act as the primary escalation point during the shift and coordinate with engineering teams for rapid issue resolution.
• Monitor and track SLAs, ensuring adherence to response and resolution commitments.
• Perform L2 technical support, diagnose Java-based application issues, and support root-cause analysis.
• Assign, track, and review shift tasks, ensuring balanced workload and efficient performance.
• Maintain clear communication with stakeholders, providing regular updates during high-impact incidents.
• Ensure proper handover between shifts with comprehensive documentation.
• Support continuous improvement efforts including incident reduction, automation opportunities, and process optimization.
• Work closely with ITIL processes to manage incidents, problems, and changes effectively.

YOUR PROFILE

• 5–7 years of L2 or production support experience.
• Strong working knowledge of ITIL processes (Incident, Problem, Change Management).
• Proven experience in leading teams or managing shift operations.
• Solid understanding of SLA tracking, reporting, and escalation management.
• Fundamental experience with Java for understanding logs, stack traces, and application behavior.
• Basic awareness of AWS services or cloud-based operations.
• Ability to work in shift-based support environments.

Desirable Skills:

• Exposure to monitoring/observability tools (Grafana, Datadog, ELK, CloudWatch, etc.).
• Familiarity with Agile/Scrum methodologies.
• Experience using ticketing tools like Jira, ServiceNow, or Salesforce.

Years of Experience
6+ Years of experience

Notice Period – Immdeiate Joiner