Production Support Lead

5 days ago


Dublin, Dublin City, Ireland Thomson Keene Full time

At Thomson Keene, we're seeking a talented Production Support Lead to join our fast-paced team focused on maintaining high availability and stability for critical business applications.

This role offers the opportunity to work with a deep understanding of production environments, incident management, and problem-solving. You will thrive in an environment that enables you to conduct proactive tasks like service improvement, capacity planning, and system optimization.

Key Responsibilities:
  • Lead Level 3 (L3) Support: Own incident triage, lead troubleshooting efforts, and manage escalation for business-impacting incidents.
  • Root Cause Analysis: Drive problem management to identify the underlying causes of incidents and implement long-term fixes.
  • Ensure SLA Compliance: Work under tight Service Level Agreements (SLAs) to resolve issues quickly and minimize downtime.
  • Collaborate Across Teams: Partner with business users, technology teams, and vendors to resolve incidents, document solutions, and improve service quality.
  • Proactive Monitoring: Identify potential issues before they disrupt services, implementing preventative actions and driving continuous improvement.
  • Reporting & Communication: Provide regular incident metrics, status updates, and clear communication to leadership and stakeholders.


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