Sustain Team Lead - Production Support / SRE

INFOSYS NOVA HOLDINGS • Charlotte, NC

7d

About The Position

Kaleidoscope, an Infosys Company, is seeking an Onshore Sustain Team Lead with experience in production support, data engineering, and Site Reliability Engineering (SRE). The role leads Level 2 application support operations, troubleshoots production issues, monitors system performance, and coordinates onshore and offshore teams to support application stability and timely issue resolution.

Requirements

• Strong background in production application support, Level 2 support, or Site Reliability Engineering (SRE).
• Experience in Data Engineering or Data Analysis.
• Strong working knowledge of SQL for troubleshooting, querying, and data validation.
• Hands-on experience with Dynatrace, including monitoring dashboards, alerts, and performance analysis.
• Experience managing or coordinating onshore and offshore technical support teams.
• Experience working in production environments with strict SLAs and incident management processes.
• Strong troubleshooting, problem-solving, communication, and leadership skills.
• Ability to collaborate effectively with multiple technical teams and business stakeholders.

Nice To Haves

• Experience supporting enterprise applications in financial services or banking.
• Familiarity with ITIL processes, incident management, and problem management.
• Experience with application monitoring, performance optimization, and production stability improvements.
• Experience working in complex environments with multiple integrated systems.

Responsibilities

• Lead day-to-day Level 2 production support and SRE activities for critical applications and data systems.
• Monitor application performance, system health, and production alerts using Dynatrace.
• Troubleshoot production issues using SQL, log analysis, and data investigation.
• Manage and coordinate onshore and offshore support teams to ensure timely incident resolution.
• Investigate recurring production issues, conduct root cause analysis, and implement preventive measures.
• Collaborate with engineering, infrastructure, and external teams to resolve technical issues.
• Ensure incidents, escalations, and support requests are addressed within established SLAs.
• Maintain operational dashboards, incident documentation, and support procedures.
• Drive continuous improvements in application reliability, monitoring, and production support processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed