About The Role

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.