Systems Lead_Service Management

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally-enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.

Your Impact:

• We are seeking a highly skilled and experienced Application Production Support Lead to oversee and manage the production support for our customer applications. This role requires hands-on experience, leadership abilities, and expertise in application-level debugging, incident handling, and issue resolution. The ideal candidate will handle a range of issues from P1 (Critical) to P3 (Low Priority) and manage multiple issues simultaneously in a fast-paced, support environment.
• Provide 24x7 support for customer applications, ensuring high availability and performance.
• Monitor application performance and system health, using appropriate tools and techniques.
• Handle production incidents, including troubleshooting, root cause analysis (RCA), and resolution.
• Act as the primary point of contact for all production support issues related to customer applications.
• Prioritize and manage incidents based on severity (P1-P3) and business impact.
• Coordinate with development teams for issue resolution and deploy fixes as required.
• Conduct detailed application-level debugging to identify and resolve issues.
• Analyze logs, trace files, and other diagnostic data to pinpoint problem areas.
• Implement and test fixes and patches in a timely manner.
• Perform in-depth root cause analysis for recurring issues and complex problems.
• Document findings and implement preventive measures to avoid future occurrences.
• Share RCA reports with relevant stakeholders and ensure learnings are incorporated into the application lifecycle.
• Handle escalations from junior team members and ensure timely resolution.
• Communicate effectively with stakeholders during high-impact incidents.
• Maintain detailed documentation of escalations, including actions taken and outcomes.
• Lead and mentor a team of production support engineers, providing guidance and support.
• Conduct regular training sessions and knowledge sharing to upskill team members.
• Ensure adherence to best practices and support processes.
• Identify and implement process improvements to enhance support efficiency and effectiveness.
• Develop and maintain support documentation, including incident reports, standard operating procedures, and knowledge base articles.
• Communicate clearly and effectively with stakeholders, including technical teams, management, and business users.
• Provide regular status updates and post-incident reviews.
• Participate in on-call rotations as required.
• Ensure compliance with ITIL and other relevant standards and frameworks

Your Skills & Experience:

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• 6-9.5 years of hands-on experience in application production support.
• Proven experience in application-level debugging and incident management.
• Strong background in handling P1-P3 issues and managing multiple issues simultaneously.
• Trade Surveillance Prod Support
• Capital Markets domain experience is a must and Surveillance domain is good to have.
• Role aim is to respond to support requests, by email, chat, or call.
• Communicate with end users to obtain support details.
• Use ServiceNow to create, maintain and close incidents, problems.
• Understanding and follow service management and change management processes.
• Understand how to use and deploy using Jenkins.
• Perform updates to process documents in response to support incidents. Engage external teams, and external vendors to resolve technology and business issues.
• Generate queries using SQL and No-SQL to help resolve incidents.
• Understand basic networking, internet protocols and encryption.
• Exposure to Java or Python.
• KX exposure and time series database exposure.
• Ability to provide status reports / and share information in standup.

A Tip from the Hiring Manager: Join the team to sharpen your skills and expand your collaborative methods. Make an impact on our clients and their businesses directly through your work

Additional Information

• Gender Neutral Policy
• 18 paid holidays throughout the year 
• Generous parental leave and new parent transition program
• Flexible work arrangements
• Employee Assistance Programs to help you in wellness and well being