Associate Principal Engineer Production Support Lead

Company Description

In a changing and evolving world, challenges are ever more unique and complex. Nagarro helps to transform,

adapt, and build new ways into the future through a forward-thinking, agile, and caring mindset. Today, we

are 18,000+ experts across 37+ countries, forming a Nation of Nagarrians, ready to help our customers

succeed.

The nature of IT & digital product engineering has reached an incredible state of velocity and transition. We

must adapt and meet it with an agile mindset that isnt afraid to iterate towards the perfect solution. If we

only solve todays problems, its not enough. We must do more. We must courageously embrace the future,

with vision and clarity about where technology & business are heading. Thinking breakthroughs gets us

there.

Nagarro - https://www.nagarro.com/en

Job Description

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
  
  

Qualifications

We are seeking a highly experienced Senior Production Lead with over 15 years of hands-on experience in managing

production support for high-volume, customer-facing applications within the banking and financial services domain.

This role is accountable for the end-to-end management of production incidents, service requests, and escalations,

ensuring timely resolution, effective communication, and minimal business impact.

The Senior Production Lead will oversee a team of production support engineers and analysts, driving operational

excellence through incident management, root cause analysis, automation, and continuous improvement. This

individual must possess strong technical troubleshooting skills, particularly in Java backend systems, web and mobile

technologies, and cloud platforms (Azure and AWS).

The ideal candidate will be a problem solver and strategic thinker, capable of challenging build teams and architects,

coordinating across multiple technical domains (network, security, firewall, application teams), and ensuring seamless

production handoffs during go-lives. A deep understanding of certificates, integrations, system dependencies, and

cross-functional collaboration is essential.

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