Lead Support Engineer

We are seeking a Support Engineer Lead with strong expertise in Java applications and AWS cloud platforms, responsible for leading application and infrastructure support operations. The role requires direct onsite customer interaction, ownership of incident management, and ensuring high availability, reliability, and performance of systems. Please use the below details for the JD.

Key Responsibilities

• 8-10 years overall experience

• Minimum 4-5 years in Application/Infra Support

• Experience in customer-facing onsite roles preferred

• Lead L2/L3 support for Java-based applications and AWS infrastructure

• Coordinate across application, middleware, and infrastructure layers for issue resolution

• Manage production support operations (24x7/on-call rotation)

• Drive incident triaging, RCA, and resolution

• Ensure adherence to SLA / KPI (MTTR, availability, uptime)

• Perform post-incident reviews and preventive actions

• Manage and troubleshoot AWS services (EC2, S3, Lambda, RDS)

• Ensure scalability, reliability, and cost optimisation of cloud systems

• Work on monitoring, logging, alerting tools (New Relic, Cloud Watch, etc.)

• Act as primary escalation points for customer incidents

• Provide status updates, reporting, and technical explanations

• Drive service reviews and continuous improvement initiatives

• Implement automation for support processes / repetitive issues

• Drive AIOps / predictive monitoring / observability improvements

• Improve runbooks, SOPs, and knowledge base

Technical Skills

• Strong Java application support (Spring, APIs, Microservices)

• Hands-on AWS (EC2, Lambda, S3, RDS, Cloud Watch)

• Experience in Application + Infrastructure troubleshooting

• Knowledge of Linux, networking basics, databases (SQL/No

SQL)

• Exposure to monitoring, logging, ITSM tools (Service Now, JIRA)

• Strong customer communication (onsite-offshore coordination)

• Dev Ops / CI-CD exposure (Terraform, Jenkins, Git)

• Ability to handle critical escalations

• Team mentoring and stakeholder alignment

• Analytical and problem-solving mindset