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Production Support Lead
Job in
Aliso Viejo, Orange County, California, 92656, USA
Listed on 2026-08-05
Listing for:
Axelon Services Corporation
Full Time
position Listed on 2026-08-05
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Location: Greenville, NC Summary:
- We are seeking an experienced Production Support Lead to oversee production support operations, ensure application stability, and drive continuous service improvements.
- Design and develop key performance and quality metrics, including trend analysis and reporting.
- Manage application maintenance, upgrades, troubleshooting, and overall system health.
- Lead production support activities, ensuring timely resolution of incidents and service requests.
- Develop and implement strategies to mitigate recurring production issues and improve operational efficiency.
- Identify and implement innovative solutions that add value to the project, customer, and organization.
- Ensure the escalation process is followed by assigning L2 and L3 support tickets to the appropriate teams.
- Coordinate with cross-functional and geographically distributed teams to resolve complex technical issues.
- Handle critical customer escalations while maintaining high service quality under pressure.
- Provide effort estimates for enhancement requests and defect fixes for upcoming releases.
- Conduct knowledge transfer sessions and mentor team members on applications, processes, and best practices.
- Support enterprise customers by delivering timely, accurate, and effective solutions.
- Participate in Agile development and release planning activities.
- Extensive experience managing Production Support incidents, troubleshooting, and issue triage.
- Experience supporting enterprise applications in a fast-paced production environment.
- Strong understanding of application maintenance, software upgrades, and release management.
- Knowledge of operating systems, software platforms, Integrated Development Environments (IDEs), and Agile methodologies.
- Ability to work effectively with globally distributed teams across multiple time zones.
- Excellent problem-solving, analytical, and decision-making skills.
- Strong communication, presentation, and interpersonal skills.
- Ability to prioritize workload and manage multiple critical issues simultaneously.
- Demonstrated commitment to quality, customer satisfaction, and engineering excellence.
- Proactive mindset with the ability to learn new technologies and drive continuous improvement.
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