Production Support Technical Lead - Remote / Telecommute

We are looking for Production Support Technical Lead - Remote / Telecommute for our client in Aliso Viejo, CA

Job Title: Production Support Technical Lead - Remote / Telecommute

Job Location: Aliso Viejo, CA

Job Type: Contract

Job Overview:

Pay Range: $49hr - $54hr

Requirement/Must Have:

• 8+ years of experience in Application Production Support and Incident Management.
• Hands-on experience with SQL queries, database troubleshooting, and performance analysis.
• Experience in Unix/Linux environments and shell scripting.
• Knowledge of monitoring and logging tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or similar.
• Experience with ticketing tools such as ServiceNow, Jira, or Remedy.
• Strong understanding of ITIL processes, SLA management, and change management.
• Strong verbal and written communication skills.
• Excellent troubleshooting, problem-solving, and stakeholder management skills.
• Strong communication and leadership abilities.

Responsibilities:

• Lead the production support team and serve as the primary point of contact for critical production issues.
• Monitor application health, troubleshoot incidents, and ensure timely resolution within SLA commitments.
• Perform root cause analysis (RCA) and implement preventive measures to minimize recurring issues.
• Coordinate with development, infrastructure, database, and business teams for incident resolution and change management.
• Manage incident, problem, and release management processes following ITIL best practices.
• Review logs, system alerts, and performance metrics to proactively identify and address potential issues.
• Support application deployments, patches, and production releases.
• Ensure high availability, reliability, and performance of business-critical applications.
• Prepare operational reports, dashboards, and leadership updates on incident trends and system performance.
• Mentor support engineers and drive continuous process improvements and automation initiatives.

Nice to Have:

• Experience in Healthcare domain applications.
• Exposure to cloud platforms (Azure, AWS, or Google Cloud Platform).
• ITIL Foundation Certification or equivalent.
• Experience in automation and scripting for operational efficiency.

Skills:

• Technical Leadership.
• Production Incident Management.
• Root Cause Analysis (RCA).
• Stakeholder Management.
• Service Delivery Excellence.
• Team Mentoring and Coaching.
• Problem Solving and Decision Making.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities