Adesso India specialises in optimization of core business processes for organizations. Adesso India focus on providing state-of-the-art solutions that streamline operations and elevate productivity to new heights.
Comprised of a team of industry experts and experienced technology professionals, ensure that software development and implementations are reliable, robust, and seamlessly integrated with the latest technologies. By leveraging extensive knowledge and skills, empower businesses to achieve their objectives efficiently and effectively.
YOUR ROLE
We are seeking a highly capable Shift Lead to oversee support operations and ensure smooth service delivery across production environments. The ideal candidate will have strong L2/production support experience, hands-on technical troubleshooting abilities, and proven leadership in managing shift teams. This role requires coordinating incident response, maintaining SLAs, and ensuring effective communication between technical and business stakeholders.
Responsibilities:
Lead and manage shift operations, ensuring timely response and resolution of production incidents.
Act as the primary escalation point during the shift and coordinate with engineering teams for rapid issue resolution.
Monitor and track SLAs, ensuring adherence to response and resolution commitments.
Perform L2 technical support, diagnose Java-based application issues, and support root-cause analysis.
Assign, track, and review shift tasks, ensuring balanced workload and efficient performance.
Maintain clear communication with stakeholders, providing regular updates during high-impact incidents.
Ensure proper handover between shifts with comprehensive documentation.
Support continuous improvement efforts including incident reduction, automation opportunities, and process optimization.
Work closely with ITIL processes to manage incidents, problems, and changes effectively.
YOUR PROFILE
5–7 years of L2 or production support experience.
Strong working knowledge of ITIL processes (Incident, Problem, Change Management).
Proven experience in leading teams or managing shift operations.
Solid understanding of SLA tracking, reporting, and escalation management.
Fundamental experience with Java for understanding logs, stack traces, and application behavior.
Basic awareness of AWS services or cloud-based operations.
Ability to work in shift-based support environments.
Desirable Skills:
Exposure to monitoring/observability tools (Grafana, Datadog, ELK, CloudWatch, etc.).
Familiarity with Agile/Scrum methodologies.
Experience using ticketing tools like Jira, ServiceNow, or Salesforce.
Years of Experience
6+ Years of experience
Notice Period – Immdeiate Joiner
L2 Support, Production Support, ITIL Processes, Incident Management, Problem Management, Change Management, Team Leadership, Shift Management, SLA Tracking, Escalation Management, Java Basics, Log Analysis, Stack Trace Analysis, AWS Services, Cloud Operations, Monitoring Tools, Grafana, Datadog, ELK, CloudWatch, Agile Methodologies, Scrum, Jira, ServiceNow, Salesforce