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Job Description & How to Apply Below
Lead Production Support Engineer
Konovo is a global healthcare intelligence company on a mission to transform research through technology—enabling faster, better, connected insights.
Konovo provides healthcare organizations with access to over 2 million healthcare professionals, the largest network of its kind globally. With a workforce of over 200 employees across 5 countries—India, Bosnia and Herzegovina, the United Kingdom, Mexico, and the United States—we support some of the most prominent names in healthcare.
Our Whitefield-based India team is our innovation hub and center of excellence for building scalable platforms, AI-enabled capabilities, and next-generation healthcare technology.
As a Lead Production Support Engineer at Konovo, you will be the frontline owner of production stability, operational excellence, and customer trust. You will work across Product, Engineering, QA, Dev Ops, and Business teams to ensure our platform remains reliable, scalable, and resilient for global healthcare customers. This is not a ticket-management role—it is an engineering ownership role for someone who thrives under pressure, enjoys debugging complex distributed systems, and takes accountability for resolving critical production issues end-to-end.
How You'll Make an Impact
Production Incident Investigation & Debugging
Own end-to-end investigation of production incidents across frontend, backend, APIs, databases, and distributed services.
Debug issues across modern applications built with JavaScript, React, Next.js, Java, or Scala.
Drive rapid incident resolution while balancing business impact, customer communication, and technical accuracy.
Partner with engineering teams to identify root causes and deploy permanent fixes.
Monitoring, Alerting & Root Cause Engineering
Monitor application logs, service health, API behavior, infrastructure metrics, and business alerts.
Use observability tools like Datadog, Amazon Cloud Watch, or the ELK stack to proactively detect anomalies.
Lead root cause analysis for critical incidents and publish executive-ready incident reports.
Drive preventive actions to eliminate recurring production issues.
Application & Database Support
Investigate data inconsistencies, performance issues, API failures, and system behavior across production environments.
Perform advanced troubleshooting using MySQL and No
SQL systems.
Understand schema relationships, data integrity, and business workflows in healthcare market research systems.
Support platform releases, hotfix validations, rollback decisions, and post-release monitoring.
Bug Management & Operational Excellence
Raise high-quality bugs with complete logs, traces, RCA, and reproduction steps in Jira.
Coordinate issue lifecycle across engineering, QA, Dev Ops, and product stakeholders.
Maintain incident dashboards, SLA metrics, and production quality trends.
Build knowledge repositories, playbooks, and troubleshooting guides in Confluence.
Automation & Process Improvement
Identify opportunities to automate support workflows, alerting, health checks, log analysis, and recovery processes.
Partner with Konovo's LITE team to explore AI-driven production support use cases such as anomaly detection, log summarization, and automated RCA.
Continuously improve operational efficiency, incident response time, and platform reliability.
Cross-Functional Leadership
Act as the bridge between engineering teams and business stakeholders during production incidents.
Provide calm, clear, and data-driven communication during outages or escalations.
Mentor junior support engineers and help scale operational best practices across teams.
What We're Looking For
7–12 years of experience in production support, site reliability, platform support, or application engineering under L-3 Support.
Strong debugging experience across frontend, backend, APIs, and distributed systems.
Hands-on experience with:
JavaScript, Java, or Scala
React / Next.js applications
SQL / MySQL / No
SQL databases
Monitoring tools like Datadog, Grafana, Cloud Watch, ELK
Cloud platforms such as Amazon Web Services
Strong understanding of microservices, distributed systems, API integrations, and SaaS platforms.
Experience with A…
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