Sustain Team Lead - Production Support / SRE

Sustain Team Lead - Production Support / SRE

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

Position Overview

We are seeking an experienced Onshore Sustain Team Lead with a strong background in production support, data engineering, and Site Reliability Engineering (SRE). This individual will lead Level 2 application support operations, troubleshoot production issues, monitor system performance, and coordinate with onshore and offshore teams to ensure application stability and timely issue resolution.

Key Responsibilities

• Lead day-to-day Level 2 production support and SRE activities for critical applications and data systems.
• Monitor application performance, system health, and production alerts using Dynatrace.
• Troubleshoot production issues using SQL, log analysis, and data investigation.
• Manage and coordinate onshore and offshore support teams to ensure timely incident resolution.
• Investigate recurring production issues, perform root cause analysis, and implement preventive measures.
• Collaborate with engineering, infrastructure, and external teams to resolve technical issues.
• Ensure incidents, escalations, and support requests are addressed within established SLAs.
• Maintain operational dashboards, incident documentation, and support procedures.
• Drive continuous improvements in application reliability, monitoring, and production support processes.

Required Qualifications

• Strong background in production application support, Level 2 support, or Site Reliability Engineering (SRE).
• Experience in Data Engineering or Data Analysis.
• Strong working knowledge of SQL for troubleshooting, querying, and data validation.
• Hands-on experience with Dynatrace, including monitoring dashboards, alerts, and performance analysis.
• Experience managing or coordinating onshore and offshore technical support teams.
• Experience working in production environments with strict SLAs and incident management processes.
• Strong troubleshooting, problem-solving, communication, and leadership skills.
• Ability to collaborate effectively with multiple technical teams and business stakeholders.

Preferred Qualifications

• Experience supporting enterprise applications in financial services or banking.
• Familiarity with ITIL processes, incident management, and problem management.
• Experience with application monitoring, performance optimization, and production stability improvements.
• Experience working in complex environments with multiple integrated systems.

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