What are the responsibilities and job description for the Technical Lead – Application Support & Maintenance (eCommerce) position at Synapse Flow?
Job Summary
We are seeking an experienced Technical Lead – Application Support & Maintenance to lead production support and operational excellence initiatives for a large-scale eCommerce platform. The ideal candidate will have strong expertise in Java, Spring Boot, CommerceTools, Azure Cloud, Incident Management, and Production Support. This role requires a proactive leader who can ensure application stability, drive issue resolution, lead support teams, and implement automation and AI-driven operational improvements.
Key Responsibilities
Production Support & Operations
- Lead Application Support and Maintenance activities for enterprise eCommerce applications.
- Serve as the primary technical escalation point for critical production incidents.
- Drive Incident, Problem, and Change Management processes.
- Conduct Root Cause Analysis (RCA) and implement long-term preventive solutions.
- Monitor application performance, health, and availability to ensure operational stability.
- Support production deployments and ensure operational readiness.
Technical Leadership
- Lead onsite and offshore support teams.
- Collaborate with development, infrastructure, and business teams to resolve complex issues.
- Drive continuous service improvements and operational excellence initiatives.
- Establish support best practices, documentation, and knowledge-sharing processes.
Automation & Innovation
- Identify opportunities to automate repetitive operational tasks.
- Implement AI-powered tools and automation solutions for incident analysis and troubleshooting.
- Drive adoption of AIOps and AI-assisted workflows to improve support efficiency and reduce resolution times.
- Enable proactive monitoring and predictive issue detection.
Required Skills & Qualifications
Technical Skills
- 8 years of experience in Application Support and Maintenance.
- Strong hands-on experience with:
- Java
- Spring Boot
- REST APIs
- Microservices
- Experience supporting CommerceTools-based eCommerce platforms.
- Strong knowledge of Azure Cloud services and application hosting.
Production Support Expertise
- Incident Management
- Problem Management
- Root Cause Analysis (RCA)
- Performance Troubleshooting
- Production Deployments
- Application Monitoring & Support
Messaging & Integration
- Experience with messaging/event-driven architectures:
- Kafka
- RabbitMQ
- Azure Event Hub
- JMS
Monitoring & Observability
- Splunk
- Dynatrace
- Grafana
- Azure Application Insights
- Similar monitoring and observability tools
Leadership
- Experience leading onsite and offshore support teams.
- Strong communication, stakeholder management, and problem-solving skills.
Preferred Qualifications
- Experience with React.js and modern frontend architectures.
- Experience with Contentstack CMS or other headless CMS platforms.
- Retail or eCommerce domain experience.
- Exposure to AI, AIOps, and support automation platforms.
- Knowledge of ITIL processes and service management.
- Azure and/or CommerceTools certifications.
What We're Looking For
A hands-on Technical Lead who takes ownership of production stability, support operations, and continuous improvement initiatives. The ideal candidate will be passionate about operational excellence, automation, AI-driven support transformation, and delivering a high-quality experience across modern eCommerce Platforms