Associate Principal Engineer (Production Support Lead) at Nagarro1

Must have Skills : Incident management, Java (Expert), Cloud, Production Support, Stakeholder & Vendor Management  Knowledge & Experience: Production Support Leadership • Own and manage end-to-end production support for digital applications, ensuring timely resolution of incidents • and service requests. • Lead the production support team, assigning tickets, overseeing issue analysis, and coordinating fixes and • deployments. • Ensure production go-live handoffs are seamless, with proper documentation, readiness checks, and support coverage.🔹 Incident & Problem Management • Act as the primary escalation point for major incidents, SLA breaches, and recurring issues. • Lead incident triage, root cause analysis (RCA), and post-incident reviews to drive long-term resolution. • Maintain clear and timely communication with IT management, business users, and stakeholders during incidents.🔹 Monitoring & Health Checks • Proactively monitor applications to pre-empt issues, minimize downtime, and ensure performance against SLAs. • Implement and maintain health check routines, dashboards, and alerting mechanisms for critical systems.🔹 Automation & SOP Development • Identify and automate manual, repetitive tasks to improve operational efficiency. • Develop and maintain Standard Operating Procedures (SOPs) for production support activities and incident handling.🔹 Technical Troubleshooting & Consultation • Provide hands-on troubleshooting for Java backend systems, web and mobile technologies, and various • frameworks. • Understand and resolve issues related to certificate exchanges, API integrations, cloud infrastructure, and system dependencies. • Offer technical consultation to support teams and contribute to solution design reviews when needed.🔹 Cloud & Infrastructure Coordination • Leverage hands-on experience with Azure (primary) and AWS (secondary) cloud platforms for troubleshooting and deployment support. • Coordinate with network, firewall, SecOps, and infrastructure teams to resolve cross-domain issues.🔹 Stakeholder & Vendor Management • Maintain strong relationships with business users, IT teams, and external vendors, ensuring alignment and timely resolution. • Review vendor fixes and designs, and coordinate production deployments with third-party teams.🔹 Communication & Reporting • Own communication for major incidents, including status updates, impact assessments, and resolution timelines. • Prepare and deliver incident reports, RCA documentation, and performance dashboards to senior stakeholders.🔹 Team Leadership & Mentorship • Mentor and coach production leads and support engineers, fostering a culture of ownership and continuous improvement. • Ensure team members are equipped with the right tools, knowledge, and support to handle production issues • effectively.🔹 Cross-Functional Collaboration • Work closely with application development teams, infrastructure teams, and business units to ensure smooth operations and issue resolution. • Participate in project planning and go-live readiness to ensure production support requirements are met.🔹 Compliance & Policy Adherence • Ensure all production support activities conform to IT and bank policies, procedures, and security standards. • Support Business Resumption Plan (BRP) testing and other compliance-related activities as required.🔹 Operational Continuity & Coverage • Provide coverage during team absences, and be prepared for temporary reassignment or promotion in case of • business necessity. • Strive to understand peer and superior roles to ensure continuity of operations during emergencies or transitions.Skills: 🔹 Technical & Troubleshooting Skills • Strong troubleshooting skills in Java backend systems • Understanding of web and mobile technologies and various frameworks • Hands-on experience with Azure Cloud (primary) and AWS Cloud (secondary) • Knowledge of certificate management, including exchange and renewal processes • Familiarity with API integrations, system interfaces, and backend services • Ability to analyze and resolve complex production issues across distributed systems🔹 Production Support & Incident Management • Expertise in incident management, including triage, escalation handling, and RCA • Experience managing high-volume, customer-facing applications • Strong understanding of service request handling, SLAs, and operational KPIs • Ability to lead war rooms, manage stress situations, and drive resolution under pressure🔹 Monitoring & Automation • Proactive monitoring and health check implementation • Experience in automating manual tasks and improving operational efficiency • Development and maintenance of Standard Operating Procedures (SOPs)🔹 Functional & Domain Knowledge • Strong functional and technical understanding of banking applications • Ability to interpret business requirements and assess production impact • Familiarity with digital banking platforms, transaction systems, and customer journeys🔹 Stakeholder & Vendor Management • Strong stakeholder engagement and communication skills • Experience in vendor coordination, design review, and deployment planning • Ability to manage relationships across IT, business, infrastructure, and security teams🔹 Leadership & Collaboration • Proven leadership in managing production support teams • Ability to mentor and coach team members and leads • Strong collaboration skills across cross-functional teams (network, firewall, SecOps, etc.)🔹 Communication & Reporting • Excellent verbal and written communication skills • Ability to prepare and deliver incident reports, RCA documentation, and executive updates • Skilled in status reporting and stakeholder communication during critical incidents