Production Support Lead Remote Location

Example: PTN_US_9999999_SKIPJOHNSON0413

Role Overview

The Onsite Support Lead will act as the primary coordination point between the customer, offshore support team, infrastructure teams, and other application stakeholders. The role is responsible for driving production support operations, ensuring timely incident resolution, leading major incidents, performing problem management, and maintaining strong customer communication.

Key Responsibilities

Incident Management

Own and coordinate production incidents from identification through resolution and closure

Lead Major Incident Management (MIM) activities for criticalhigh-priority production issues, ensuring timely engagement of relevant technical teams

Drive incident triage, troubleshooting, impact assessment, escalation, and restoration of services

Ensure incidents are handled according to agreed SLAs, priorities, and escalation procedures

Coordinate with L1L2L3, developmentproduct, infrastructure, database, network, and integration teams for resolution of cross-functional issues

Provide clear and timely customerstakeholder communications during critical incidents

Ensure appropriate workarounds are identified and documented when permanent resolution requires additional investigation

Maintain accurate incident documentation and ensure proper closure with supporting resolution details

Problem Management

Lead root-cause analysis for recurring and high-impact production incidents

Drive problem records through RCA, corrective actions, defect resolution, and closure

Identify recurring incident patterns and recommend permanent fixes to improve application stability

Coordinate with developmentL3 teams for defects requiring application changes

Track open problems, known errors, corrective actions, and dependencies through closure

Facilitate RCA discussions with technical teams and communicate findings and corrective actions to customer stakeholders

Drive preventive actions to reduce incident recurrence and improve overall service reliability

Mandatory Skills

Core TechnicalFunctional Skills

Incident Management

Problem Management

Major Incident Management

ProductionApplication Support

Root Cause Analysis (RCA)

SLA Management

Escalation Management

Stakeholder & Customer Management

ChangeRelease Management

Strong troubleshooting and analytical skills

Excellent verbal and written communication

Experience coordinating onsiteoffshore support teams

Preferred Industry Experience

RetailPOS application support experience

Omnichannel Commerce

Supply Chain

Merchandising & Inventory Analytics

Educational Qualifications

Bachelors or Masters Degree in EngineeringTechnology, or related disciplines

Skills: Incident ManagementClient OmniStore?

Experience Required: 10 & Above