Leads hands-on production support for customer implementations on the Majesco L&AH PAS platform. Responsibilities include incident management, troubleshooting application, integration, batch, and data issues; root cause analysis; SQL Server validation; deployment and release support; monitoring; SLA adherence; customer communication; documentation; continuous improvement; and mentoring junior engineers. The role also coordinates cross-functional defect resolution, participates in on-call and major incident activities, and supports Agile release transitions.
Job Role
The Lead Engineer – Production Support leads application support, incident management, service stability, and continuous improvement for customer implementations on the Majesco L&AH PAS platform. The role is hands-on in troubleshooting production issues, analyzing logs and data, coordinating defect resolution, and ensuring high availability and performance of business-critical applications.
This is a senior individual contributor role with strong leadership expectations – mentoring support engineers, driving operational best practices, collaborating with development, product, infrastructure, and customer teams, and owning timely resolution of incidents, service requests, and production defects.
Required Technical Skills
- Core Java: Strong OOP, collections, exception handling, debugging, and log analysis.
- SQL Server: T-SQL, stored procedures, query writing, data validation, indexing, and performance tuning.
- Git or SVN: Version control concepts, branch management, and support for deployment activities.
- Strong understanding of web applications, APIs, services, batch jobs, and enterprise integration patterns.
- Experience in production issue troubleshooting, root cause analysis, incident management, and problem management.
- Knowledge of release validation, environment support, deployment coordination, and post-release monitoring.
- Exposure to monitoring, ticketing, and service management processes such as SLA, incident, change, and problem tracking.
- Good understanding of Unix/Linux commands, log tracing, job monitoring, and batch support is preferred.
- Excellent stakeholder communication and ability to manage customer-facing support situations.
Key Responsibilities
- Own end-to-end production support for assigned customers and ensure application stability and availability.
- Analyze production incidents, service requests, and defects, and drive resolution within committed SLAs.
- Perform detailed root cause analysis for application, integration, batch, and data-related issues.
- Coordinate with development, QA, infrastructure, and database teams for issue triage and permanent fixes.
- Monitor application health, interfaces, scheduled jobs, and critical business processes in production environments.
- Validate and troubleshoot SQL Server data issues, queries, stored procedures, and reconciliation items as needed.
- Support deployments, production releases, hotfixes, and change implementation activities.
- Prepare incident summaries, RCA documents, knowledge base articles, and operational runbooks.
- Drive problem management by identifying recurring issues and recommending preventive or automation-based improvements.
- Participate in on-call support, major incident management, war room discussions, and production cutover support.
- Work closely with customer stakeholders to provide status updates, impact analysis, and resolution plans.
- Ensure adherence to support processes, audit requirements, change controls, and operational best practices.
- Mentor junior engineers and support resources on troubleshooting approaches, domain understanding, and service excellence.
- Collaborate with Agile/Scrum and project teams to support releases, defect fixes, and transition-to-support activities.
Domain & Platform Experience
- Experience in Insurance domain required; Life / Annuity / Group / Health Policy Administration preferred.
- Experience with Majesco L&AH PAS or other Majesco platforms is a strong plus.
- Understanding of policy administration support processes, interfaces, batch cycles, and reconciliation activities is preferred.
Profile & Experience
- Experience: 5–10 years in application support, development, or implementation, including 3+ years in a lead developer role.
- Recent, hands-on experience in production support, SQL Server, issue troubleshooting, and customer-facing incident handling is mandatory.
- Education: B.E./B. Tech/MCA or equivalent in Computer Science, IT, or related field.
- Strong communication, stakeholder management, ownership mindset, and proven leadership in guiding teams.
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