Production Support Lead-Hybrid

Job Summary

We are seeking an experienced Production Support Lead with a strong background in production support and deep technical expertise in .NET, SQL Server, AWS, and ETL processes. The ideal candidate will have 10+ years of hands‑on experience in .NET and SQL Server environments, along with proven leadership capabilities in managing production support operations, driving issue resolution, ensuring system stability, and collaborating with cross‑functional teams.

This role requires excellent verbal and written communication skills, strong stakeholder management, and the ability to lead critical incident response in a fast‑paced environment.

• Lead the production support function for business‑critical applications and platforms.
• Manage and mentor production support team members, ensuring high performance and continuous development.
• Serve as the primary escalation point for complex production issues and critical incidents.
• Drive root cause analysis, problem management, and implementation of preventive measures.
• Monitor application health, system performance, and job execution to ensure platform stability and availability.
• Support and troubleshoot applications built on .NET, SQL Server, AWS, and ETL‑based data pipelines.
• Coordinate with development, infrastructure, QA, Dev Ops, and business teams to resolve incidents and deploy fixes.
• Ensure timely resolution of production tickets in line with SLAs and business expectations.
• Lead incident management calls, provide status updates, and communicate effectively with technical and non‑technical stakeholders.
• Analyze recurring issues and recommend improvements to enhance application reliability and supportability.
• Oversee deployment support, release validation, and post‑release monitoring.
• Develop and maintain support documentation, runbooks, SOPs, and knowledge base articles.
• Drive automation and process improvement initiatives to improve support efficiency and reduce manual effort.
• Participate in on‑call support and manage major incident response as needed.

• 10+ years of experience in .NET and SQL Server, with significant hands‑on production support experience.
• Strong background in leading production support for enterprise applications.
• Solid experience with AWS services in a production environment.
• Experience with ETL tools/processes and troubleshooting data integration workflows.
• Strong knowledge of incident management, problem management, change management, and release support.
• Ability to analyze logs, debug issues, and resolve application, database, and batch processing problems.
• Experience with performance tuning, query optimization, and SQL troubleshooting.
• Familiarity with monitoring tools, ticketing systems, and support processes.
• Proven experience handling high‑severity incidents and driving root cause analysis.
• Excellent leadership, stakeholder management, and team coordination skills.
• Outstanding verbal and written communication skills.

• Experience working in 24/7 support models or global support environments.
• Exposure to scripting or automation for support tasks.
• Familiarity with Dev Ops practices, CI/CD pipelines, and cloud‑based production operations.
• Experience in regulated or high‑availability environments is a plus.

• .NET
• SQL Server
• AWS
• ETL
• Application Support
• Performance Tuning
• Stakeholder Communication

• Excellent verbal and written communication
• Strong problem‑solving and analytical thinking
• Ability to work under pressure and manage critical incidents
• Strong collaboration and coordination skills
  
  Ability to communicate effectively with both technical and business stakeholders

• Minimum 8 years Application Support experience
• Minimum 8 years .NET experience

This is a Hybrid role in McKinney, TX.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.