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Lead Production Support

New Haven, CT | Fully Remote

Posted: 01/11/2024 Industry: Information Technology Job Number: 191637

Job Description

HKA Enterprises is unable to support C2C. 3rd party submissions and C2C requests will not be considered for any positions.


The Production Support Team Lead assists the Production Support Manager in leading a team of analysts and programmers who provide Level 2 support for all applications. The Production Support Team Lead must have an enterprise view of all systems, how they interface, and how they impact both internal and external customers and ensure that incidents are resolved or escalated in accordance with service level agreements.

Core Responsibilities

  • Lead the staff and operations for assigned area, including resource management and performance appraisals. Ensures adherence to company policy.
  • Train or provide appropriate training and development for employees; provide direction, coach, provide feedback and support, counsel and motivate employees. Foster a positive, supportive, and fun work environment while providing opportunity for team members to try new roles and take on new responsibilities.
  • Understand the overall technology landscape including the batch schedules, system integration points, interfaces, dependencies, and business impact.
  • Assist the manager with Triage of incoming incidents and dispatch them to the appropriate staff for resolution.
  • Communicate with external vendors to resolve incidents that involve them.
  • Work with Solution Managers and Service transition to ensure smooth transition from development to production support.
  • Lead, coordinate and assist with incident tickets assigned to level 2 support.
  • Escalate to level 3 support when appropriate.
  • Identify and document incident resolutions which can transition to level 1 support.
  • Ensure that incidents are resolved in accordance with Service Level Objectives.
  • Regularly review incidents for trends and patterns and make recommendations concerning further action including retraining, problem management, or process improvements.

Job Requirements

Skills Qualifications

  • Excellent understanding of the business processes, and business usage of systems.
  • Excellent oral and written communication skills
  • Ability to remain calm under pressure
  • Strong leadership skills and strong interpersonal, collaboration, and problem-solving skills
  • Proven experience managing multiple competing priorities simultaneously, strong prioritization and time management skills, self-directed result-oriented
  • Driven to understand bugs/issues and enjoy triaging
  • Ability to triangulate problem areas from different data sources
  • Ability to think quickly and decisively


Systems/Technical Knowledge Required

  • Technical understanding of the digital platform, cloud applications, web services, server-side components, and APIs
  • Understanding of REST & SOAP Web Service, SoapUI, REST API clients
  • Java, HTML5, CSS3, JUnit, JSP, Servlets, Struts 2, JDBC, Spring MVC, Spring Core, Spring Data, Hibernate
  • Eclipse, Rational Application Developer
  • SQL (MS SQL Server, UDB environment)
  • WebSphere 8. + or similar application server
  • Java Messaging Services - JMS
  • RESTful Services
  • XML
  • UNIX/Linux
  • Adaptive Responsive Design
  • Data analysis skills including ability to perform intermediate SQL queries.
  • Competency in Microsoft applications including Visio, Word, Excel, PowerPoint, and Outlook
  • Either Programmer Analyst background or Business Systems Analyst background in Java or open systems.


  • AppDynamics
  • IBM Heap Analysis Tool
  • ServiceNow

Additional Information

HKA Enterprises is a global workforce solutions firm. If you're seeking a new career opportunity or project experience, our recruiters will work to understand your qualifications, experience, and personal goals. At HKA, we recognize the importance of matching employee goals with those of the employer. We strive to seek credibility, satisfaction, and endorsement from all of our applicants. We invite you to take time and search for your next career experience with us! HKA is an EEO Employer who participates in the US Citizenship and Immigration Services E-Verify Program.

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