Support Lead

About Position:

We are seeking an experienced Support Lead with 8 to 12 years of experience in application support, production operations, incident management, and healthcare technology environments. The ideal candidate will possess strong expertise in managing critical production systems, leading support teams, driving service improvements, and ensuring high application availability for business-critical healthcare applications.

• Role: Support Lead-Healthcare Application Support, Production Operations & Service Excellence
• Location: Pune, Bengaluru
• Experience: Between 8 to 12 Years
• Job Type: Full Time Employment

What You'll Do:

• Monitor application health, system alerts, logs, dashboards, and performance metrics to ensure system availability and reliability.
• Lead production support activities and manage critical incidents, service disruptions, and application issues.
• Ensure resolution of incidents and service requests within defined SLA and KPI targets.
• Manage Incident, Problem, Change, and Service Request processes using ServiceNow and ITIL best practices.
• Coordinate major incident management activities and facilitate bridge calls for critical production issues.
• Perform advanced troubleshooting across applications, APIs, databases, middleware, servers, and cloud environments.
• Conduct root cause analysis (RCA) and implement preventive and corrective actions to minimize recurring issues.
• Develop and maintain operational runbooks, knowledge base articles, support procedures, and troubleshooting guides.
• Create and enhance automation scripts using Python or Shell scripting to improve operational efficiency and reduce manual effort.
• Write and optimize SQL queries for PostgreSQL and Oracle databases to support production troubleshooting and data validation activities.
• Collaborate with Development, DevOps, Infrastructure, Database, and Cloud teams to resolve complex technical issues.
• Monitor application trends and proactively identify opportunities for performance improvement and issue prevention.
• Support deployment activities, release management, and production validation processes.
• Participate in change reviews, release planning, and production readiness assessments.
• Drive continuous improvement initiatives focused on stability, reliability, observability, and automation.
• Support healthcare applications and ensure compliance with operational and regulatory requirements.
• Create operational dashboards and reporting mechanisms to communicate service performance and support metrics.
• Participate in 18x5 or 24x7 rotational support and on-call schedules as required.
• Mentor junior support engineers and contribute to building a strong support culture within the team.

Expertise You'll Bring:

• 8 to 12 years of experience in Application Support, Production Support, or IT Operations roles.
• Minimum 3 years of experience supporting applications within the Healthcare domain.
• Strong expertise in production incident management and operational support.
• Experience managing SLA-driven support environments.
• Hands-on experience with ServiceNow and ITIL service management processes.
• Strong troubleshooting skills across multi-tier enterprise applications.
• Experience with incident, problem, change, and release management processes.
• Strong scripting skills using Python and/or Shell scripting.
• Proficiency in SQL with hands-on experience in PostgreSQL and Oracle databases.
• Experience performing database analysis, troubleshooting, and query optimization.
• Working knowledge of AWS Cloud services and cloud-based application support.
• Familiarity with DevOps processes, CI/CD pipelines, and deployment practices.
• Experience supporting enterprise applications in a 24x7 production environment.
• Knowledge of monitoring and observability tools for application health and performance management.
• Strong understanding of operational support processes and production governance.
• Excellent analytical, troubleshooting, and root cause analysis capabilities.
• Strong communication and stakeholder management skills.
• Ability to lead incident resolution efforts under pressure and manage multiple priorities effectively.
• Experience collaborating with geographically distributed teams and business stakeholders.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment.

Let's unleash your full potential at Persistent - persistent.com/careers

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.