Lead Production Support Engineer

Konovo is a global healthcare intelligence company on a mission to transform research through technology—enabling faster, better, connected insights. Konovo provides healthcare organizations with access to over 2 million healthcare professionals and patients, the largest network of its kind globally. With a workforce of over 200 employees across 5 countries—India, Bosnia and Herzegovina, the United Kingdom, Mexico, and the United States—we support some of the most prominent names in healthcare. Our Whitefield-based India team is our innovation hub and center of excellence for building scalable platforms, AI-enabled capabilities, and next-generation healthcare technology. As a Lead Production Support Engineer at Konovo, you will be the frontline owner of production stability, operational excellence, and customer trust. You will work across Product, Engineering, QA, DevOps, and Business teams to ensure our platform remains reliable, scalable, and resilient for global healthcare customers. This is not a ticket-management role—it is an engineering ownership role for someone who thrives under pressure, enjoys debugging complex distributed systems, and takes accountability for resolving critical production issues end-to-end. How You'll Make an Impact Production Incident Investigation & Debugging Own end-to-end investigation of production incidents across frontend, backend, APIs, databases, and distributed services. Debug issues across modern applications built with JavaScript, React, Next.js, Java, or Scala. Drive rapid incident resolution while balancing business impact, customer communication, and technical accuracy. Partner with engineering teams to identify root causes and deploy permanent fixes. Monitoring, Alerting & Root Cause Engineering Monitor application logs, service health, API behavior, infrastructure metrics, and business alerts. Use observability tools like Datadog, Amazon CloudWatch, or the ELK stack to proactively detect anomalies. Lead root cause analysis for critical incidents and publish executive-ready incident reports. Drive preventive actions to eliminate recurring production issues. Application & Database Support Investigate data inconsistencies, performance issues, API failures, and system behavior across production environments. Perform advanced troubleshooting using MySQL and NoSQL systems. Understand schema relationships, data integrity, and business workflows in healthcare market research systems. Support platform releases, hotfix validations, rollback decisions, and post-release monitoring. Bug Management & Operational Excellence Raise high-quality bugs with complete logs, traces, RCA, and reproduction steps in Jira. Coordinate issue lifecycle across engineering, QA, DevOps, and product stakeholders. Maintain incident dashboards, SLA metrics, and production quality trends. Build knowledge repositories, playbooks, and troubleshooting guides in Confluence. Automation & Process Improvement Identify opportunities to automate support workflows, alerting, health checks, log analysis, and recovery processes. Partner with Konovo’s LITE team to explore AI-driven production support use cases such as anomaly detection, log summarization, and automated RCA. Continuously improve operational efficiency, incident response time, and platform reliability. Cross-Functional Leadership Act as the bridge between engineering teams and business stakeholders during production incidents. Provide calm, clear, and data-driven communication during outages or escalations. Mentor junior support engineers and help scale operational best practices across teams. What We're Looking For 7–12 years of experience in production support, site reliability, platform support, or application engineering under L-3 Support. Strong debugging experience across frontend, backend, APIs, and distributed systems. Hands-on experience with: JavaScript, Java, or Scala React / Next.js applications SQL / MySQL / NoSQL databases Monitoring tools like Datado…