About Job CTC Undisclosed Job Location Mexico Experience 5 - 10 yrs Description Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science & healthcare industries.

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by:

Harnessing the transformational impact of emerging technologies Bridging the gap between business and technology Role Description

We are seeking a dynamic and technically proficient Production Support Lead to oversee and enhance the support operations for our suite of products across various platforms. The ideal candidate will possess a robust development background, enabling them to bridge the gap between development and support teams effectively. This role demands a proactive leader who can ensure the seamless operation of our products, swiftly address production issues, and collaborate closely with cross-functional teams to drive continuous improvement.

Technical Skills Incident & Problem Management: Lead the identification, analysis, and resolution of production issues across multiple platforms, ensuring minimal downtime and optimal system performance. Cross-Functional Collaboration: Work closely with development, QA, and product teams to facilitate smooth transitions from development to production, ensuring that all releases meet quality standards and are deployed efficiently. Root Cause Analysis & Continuous Improvement: Conduct thorough root cause analyses for recurring issues and implement long-term solutions to prevent future occurrences. Drive initiatives to enhance product reliability and customer satisfaction. Monitoring & Performance Tuning: Oversee the monitoring of system performance, analyzing metrics and logs to proactively identify potential issues and optimize system efficiency. Documentation & Knowledge Management: Maintain comprehensive documentation for support procedures, system configurations, and incident resolutions. Develop and update internal knowledge bases to empower support teams and end-users. Team Leadership & Development: Lead and mentor a team of support engineers, fostering a culture of continuous learning and improvement. Provide training and guidance to junior team members, ensuring adherence to best practices and service level agreements (SLAs). Stakeholder Communication: Serve as the primary point of contact for escalated production issues, providing timely and clear communication to stakeholders and ensuring alignment on resolutions and timelines. Nice-to-have skills Qualifications Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.