Support Lead
Support Lead
Job Summary
PRAGATI
ob Description – Senior Production Support Professional (SPP)
Location: Gothenburg, Sweden
Role: Senior Production Support Professional (SPP)
Band: E2.1
Experience: 8+ Years
Role Purpose
Provide end-to-end production support for business-critical applications, ensuring high availability, stability, performance, and operational excellence. Act as the technical lead for incident resolution, problem management, stakeholder communication, and continuous service improvement while supporting global business operations.
Key Responsibilities
Application Support & Service Operations
Manage and support enterprise applications in production environments.
Ensure application availability, reliability, and performance in line with SLA commitments.
Monitor application health and proactively identify potential issues.
Coordinate support activities across development, infrastructure, and business teams.
Incident & Problem Management
Lead critical incident management and major outage resolution.
Perform root cause analysis (RCA) and drive corrective and preventive actions.
Track recurring incidents and implement permanent fixes.
Ensure timely communication to stakeholders during major incidents.
Service Delivery & Governance
Drive adherence to Incident, Problem, Change, and Release Management processes.
Maintain operational documentation, support procedures, and runbooks.
Participate in CAB meetings and release planning activities.
Ensure compliance with ITIL best practices and organizational standards.
Stakeholder & Vendor Management
Serve as the primary contact for business users and application stakeholders.
Work with vendors and third-party support teams to resolve application issues.
Provide regular operational reviews and service performance reporting.
Manage risks, escalations, and service improvement initiatives.
Continuous Improvement
Identify opportunities for automation and process optimization.
Improve monitoring, alerting, and operational efficiency.
Support application modernization and operational readiness initiatives.
Drive reduction in incident volume and improvement in service quality.
Key Responsibilities
ob Description – Senior Production Support Professional (SPP)
Location: Gothenburg, Sweden
Role: Senior Production Support Professional (SPP)
Band: E2.1
Experience: 8+ Years
Role Purpose
Provide end-to-end production support for business-critical applications, ensuring high availability, stability, performance, and operational excellence. Act as the technical lead for incident resolution, problem management, stakeholder communication, and continuous service improvement while supporting global business operations.
Key Responsibilities
Application Support & Service Operations
Manage and support enterprise applications in production environments.
Ensure application availability, reliability, and performance in line with SLA commitments.
Monitor application health and proactively identify potential issues.
Coordinate support activities across development, infrastructure, and business teams.
Incident & Problem Management
Lead critical incident management and major outage resolution.
Perform root cause analysis (RCA) and drive corrective and preventive actions.
Track recurring incidents and implement permanent fixes.
Ensure timely communication to stakeholders during major incidents.
Service Delivery & Governance
Drive adherence to Incident, Problem, Change, and Release Management processes.
Maintain operational documentation, support procedures, and runbooks.
Participate in CAB meetings and release planning activities.
Ensure compliance with ITIL best practices and organizational standards.
Stakeholder & Vendor Management
Serve as the primary contact for business users and application stakeholders.
Work with vendors and third-party support teams to resolve application issues.
Provide regular operational reviews and service performance reporting.
Manage risks, escalations, and service improvement initiatives.
Continuous Improvement
Identify opportunities for automation and process optimization.
Improve monitoring, alerting, and operational efficiency.
Support application modernization and operational readiness initiatives.
Drive reduction in incident volume and improvement in service quality.