JAVA TECHNICAL SUPPORT LEAD

JOB DESCRIPTION
A) Skills Required
Essential Skills
 Java (Core Java / J2EE) – hands-on development, debugging & code-level troubleshooting
 Spring Boot – microservices & REST API development and support
 AWS – core cloud services, deployment, monitoring & cloud operations
 React – front-end development, UI issue analysis & debugging
 Database Knowledge – SQL / RDBMS, query optimisation & data-level troubleshooting
 Application and Cloud Support (AWS preferred)
 IT Service Management (ITIL) – Incident, Problem, Change & Release Management
 Daily Support Operations Management & L1/L2/L3 Coordination
 Client Interaction & Stakeholder Management
 Weekly Status Reporting (WSR) & Service Dashboards
 SLA Governance, MTTR & Ticket Aging Management
 Major Incident Management & Root Cause Analysis
 Team Leadership, Mentoring & Shift Planning
 ITSM Tooling (ServiceNow / Jira Service Management)
 Domain Knowledge – Petrochemicals / Process Manufacturing or Supply Chain
 Software Architecture & Design Patterns
 System Design & Scalability – performance, availability & resilience
B) Experience
Roles & Responsibilities
• Lead day-to-day support operations for three process-industry / manufacturing accounts, coordinating L1, L2 and L3 teams across shifts.
• Act as the primary point of contact for client stakeholders – run daily connects, weekly service reviews, and escalation calls.
• Produce and publish Weekly Status Reports (WSR) along with monthly service dashboards and management summaries.
• Own SLA definition, monitoring and adherence; drive corrective action on breaches and at-risk tickets.
• Track and improve MTTR, MTTA, first-time-right resolution and overall backlog health across all queues.
• Govern ticket aging – run daily triage, prioritisation, assignment and aging reviews to keep the backlog within agreed thresholds.
• Drive Incident Management end to end, including Major Incident (P1/P2) handling, bridge calls and stakeholder communication.
• Own Problem Management – RCA documentation, permanent fixes and elimination of recurring incidents.
• Manage Change and Release Management, including CAB participation, risk assessment and approvals.
• Maintain and govern the Knowledge Base, SOPs, runbooks and known- error database to reduce repeat effort.
• Plan shift rosters, on-call rotation, leave coverage and workload balancing across the support team.
• Mentor and upskill support engineers; conduct performance feedback and competency development.
• Identify and implement automation and Continuous Service Improvement (CSI) initiatives to reduce manual effort and ticket volume.
• Manage escalations, service risks and compliance requirements, keeping leadership informed through timely reporting.
• Work with client business and functional teams to assess the operational impact of incidents on plant, production and supply chain processes.
Required Competencies:
• ITIL-aligned Service Management (Incident, Problem, Change, Release)
• Client Communication & Stakeholder Management
• SLA, MTTR & Ticket Aging Governance
• Service Reporting & Data-driven Analysis (WSR, dashboards, trend analysis)
• Major Incident Coordination under pressure
• Team Leadership, Mentoring & Shift Planning
• Domain understanding of Petrochemicals / Process Manufacturing or Supply Chain operations
• Strong analytical, problem-solving and decision-making capability
• Excellent verbal and written communication skills
Nice to Have:
• Prior experience supporting petrochemical, refinery, chemical or process-manufacturing clients.
• Exposure to supply chain, logistics, planning or plant operations applications.
• Hands-on experience with ServiceNow, Jira Service Management, Dynatrace, Datadog or equivalent ITSM and observability tooling.
• Exposure to AI / AIOps-led support automation, self-healing and chatbot-based L1 deflection.
• Working knowledge of SAP or equivalent ERP support in a manufacturing environment.
• Experience operating a 24x7 or extended-coverage support model

Work arrangement
No