Example: PTN_US_9999999_SKIPJOHNSON0413
Role Overview
The Onsite Support Lead will act as the primary coordination point between the customer, offshore support team, infrastructure teams, and other application stakeholders. The role is responsible for driving production support operations, ensuring timely incident resolution, leading major incidents, performing problem management, and maintaining strong customer communication.
Key Responsibilities
Incident Management
Own and coordinate production incidents from identification through resolution and closure
Lead Major Incident Management (MIM) activities for criticalhigh-priority production issues, ensuring timely engagement of relevant technical teams
Drive incident triage, troubleshooting, impact assessment, escalation, and restoration of services
Ensure incidents are handled according to agreed SLAs, priorities, and escalation procedures
Coordinate with L1L2L3, developmentproduct, infrastructure, database, network, and integration teams for resolution of cross-functional issues
Provide clear and timely customerstakeholder communications during critical incidents
Ensure appropriate workarounds are identified and documented when permanent resolution requires additional investigation
Maintain accurate incident documentation and ensure proper closure with supporting resolution details
Problem Management
Lead root-cause analysis for recurring and high-impact production incidents
Drive problem records through RCA, corrective actions, defect resolution, and closure
Identify recurring incident patterns and recommend permanent fixes to improve application stability
Coordinate with developmentL3 teams for defects requiring application changes
Track open problems, known errors, corrective actions, and dependencies through closure
Facilitate RCA discussions with technical teams and communicate findings and corrective actions to customer stakeholders
Drive preventive actions to reduce incident recurrence and improve overall service reliability
Mandatory Skills
Core TechnicalFunctional Skills
Incident Management
Problem Management
Major Incident Management
ProductionApplication Support
Root Cause Analysis (RCA)
SLA Management
Escalation Management
Stakeholder & Customer Management
ChangeRelease Management
Strong troubleshooting and analytical skills
Excellent verbal and written communication
Experience coordinating onsiteoffshore support teams
Preferred Industry Experience
RetailPOS application support experience
Omnichannel Commerce
Supply Chain
Merchandising & Inventory Analytics
Educational Qualifications
Bachelors or Masters Degree in EngineeringTechnology, or related disciplines
Skills: Incident ManagementClient OmniStore?
Experience Required: 10 & Above
