Production Support Manager - java

Altisource Portfolio Solutions
  • Bangalore
  • Confidential
  • 8-11 years
  • 18 Jun 2015

  • Software Design & Development

  • IT/ Technology - Software/ Services
Job Description

Primary Roles:

Work on incident tickets raised on REAL Suite of products and resolve them by adhering to support SLA

Own and execute day-to-day operations including scheduled and adhoc maintenance of the production system

Collaborate within support group and other organizations of Altisource to provide quality service to both internal and external customers

Contribute to efficiency and effectiveness of the business through excellence in execution

Achieve career growth and professional development by building individual and team capability

Be an advocate of change to improvise operations and business continuously
Work closely with product engineering teams on technical design issues and product changes
Drive efforts to improve Support SLA for supported products


Product Maintenance & Support

Responsible for providing technical support for REAL suite of products
Own and execute both reactive and proactive maintenance activities on production environments
Work and resolve reported product and production issues


Effectively communicate status, metrics and issues on a regular basis
Act as mentor and role model for support engineers; provide direction to others, review solutions and articles
Actively participate in knowledge sharing and knowledge-base creation
Develop technical knowledge base of repeated and complex issues
Understand business issues and technical problems, and come up with smart, solutions for the same
Should be able to complete assigned tasks in a timely & efficient manner
Effective Communication
Manage customer escalations and recognize when to solicit additional help
Participate in highest-level technical discussions with product teams to resolve product issues and represent customer segments. Focus is on future need
Demonstrate ability to recover from dissatisfied-customer situations in collaboration with the manager
Utilize effective verbal/written skills to communicate with customers and peers
make effective technical presentations
roduct Improvement

Participate in product releases through release document review, deployment, setting up and configuring environments
Participate in architecting and deployment of new features in the product
Continuously contribute to product enhancement both from business and technical perspectives


Must possess strong problem solving capability and troubleshooting skills
Strong hands-on experience in debugging and /or developing Java based web applications

Strong hands-on experience with multiple Java application/web servers including configuration, deploying and debugging

Experience in performance tuning & resolving production issues on web servers, application servers, network and/or database servers

Understanding of the large scale server side deployment architecture. Exposure to server clusters and scalability issues

Exposure to working on high volume data driven applications

Ability to quickly learn and stay current with new technologies, product features and their architecture

Ability to work in a high-paced dynamic environment with broad level requirements, deadlines, pressures etc

Need to have excellent communication and cross-boundary collaboration skills

Highly motivated, a Go-Getter who needs very little or no supervision.


Bachelor degree in Engineering from reputed colleges

Requires 8-11 years commercial web application support experience with Java technologies

Thorough knowledge in RDBMS concepts and working experience with one or more RDBMS technologies

Extensive experience in Unix environment (RHEL would be advantageous)

Experience in application monitoring and performance monitoring using standard tools. Experience with tools such as AppDynamics, Splunk etc., is a plus
Hands-on experience with Application Servers and Web Servers. Experience with Apache,Tomcat, JBoss etc., is a plus
Experience or exposure to BI solutions such as Jaspersoft and enterprise messaging systems such as RabbitMQ would be preferred
Prior production / product support experience is required
Working knowledge of the residential mortgage industry would be an added advantage
Candidate should be willing to work in shifts

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Altisource Portfolio Solutions