Chennai - India
Full Time

A software support and maintenance lead (SME3) specialize leadership in various service operation processes that include incident management, configuration management, change management, release management, and applications support. The candidate will be in-charge of working on complicated technical issues, resolving them promptly and efficiently. Will be responsible to lead a team and mentor junior engineers. The role includes communicating with clients, addressing their needs, troubleshooting, and providing step by step solutions

Primary responsibilities

  • Providing technical support to Detect customers/prospects and internal users.
  • Provide operational expertise with Web, OS (Linux, UNIX, Windows), and DB (Oracle, MS SQL)
  • Manages technical bridges and/or business bridges, as required, uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
  • Ensuring that production changes are reviewed and validated in production to avoid/minimize change related production issues
  • Problem Management – support and drive detailed root cause analysis of production issues P1-P4, work with the teams to address remediation
  • Provide regular verbal and written communications regarding status, risks, issues, makes recommendations for remediation or change
  • Working with development teams ensure functionality deployments are completed without incident and with adherence to proper procedure
  • Identify opportunities for application tuning
  • Review and enhance application Run Books
  • Review and enhance Technology Recover Action Plans (TRAPS)
  • Independently own and address and resolve application issues, provide updates, and perform root cause analysis.
  • Plan, execute and implement applications and configuration change procedures
  • Troubleshoot, Diagnose, and identify solutions to resolve customer issues.
  • Regular and proactive follow-ups with customers with recommendations, workarounds, updates, and action plans.
  • Setup processes to effectively improve the support and maintenance activity across all software products.
  • Create incident reports related to customer issues.
  • Provide awareness on support tools like JIRA to relevant stakeholders.
  • Traveling to client locations for user training and for UAT.
  • Capture key learnings from every deployment and improve the system based on the learnings
  • Coordinate across teams and resolve all complex application and system issues ranging in complexity (Low to Critical)
  • Coordinate with internal departments and QA departments and administer code migrations in various environments and production outputs.
  • Essential to lead and serve as a mentor to junior engineers, all while implementing the company's policies and regulations.
  • Flexibility - responsibilities may require occasional evening and weekend work.
  • Manage all production system and recommend ways to optimize performance, provide solution to problems, and prepare reports for all problems.
  • Follow standards and best practises to bring operational efficiencies, stability, and availability of the system.
  • Comprehend various metrics on operational dashboards and reports and take corrective actions


  • 4+ years as a SOM Engineer for software product/applications and Minimum 2+ years as SOM lead (Total 6-8 Years’ experience in relevant field) Educational Qualification: BE/ B. Tech/ MCA in Computer Science or relevant field.
  • This job is work from home role


  • Good understanding of web and mobile applications.
  • Prior experience in supporting enterprise customers.
  • Demonstrate excellence in working with high tech, cross-functional, and multidisciplinary teams.
  • Outstanding communication, understanding, and writing skills.
  • Ability to analyse logs to understand the issues and have a thorough flair for learning new technologies.
  • Well organized with utmost care to detail, along with good comprehending skills to address issues.
  • Proactive and results-oriented, with strong prioritization skills and ability to work with Multiple customers
  • Experience with Tools like JIRA, Slack and Project management tools.

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