ROLE-Lead Production Support VISA STATUS-US citizens CLIENT- Apex, LOCATION- Howell NJ - Onsite/Hybrid Bachelor's Degree or master's degree in Computer Science, Mathematics, Statistics. 7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst) Ability to write good SQL for data analysis must - experience in MS technologies such as MS SQL, VBA Excel and Excel Macros Nice to have SSIS/SSRS/SSAS Nice to have Azure experience. Experience in Customer Support must Experience with managing production support teams is a must have Exposure to sensitive data management is a plus Self learner and ability work independently is a must Experience of handling various production support roles (technical - L1/L2) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk Experience with Real-time problem solving, triaging of issues impacting technical services (application/reports) to customers and partners in a timely manner while keeping everyone involved informed of significant progress or challenges while the issue/ticket is been worked on Ability to assess initial severity, assign priority, gather impacts, and engage support teams, and escalate as necessary to ensure timely resolution of issues/tickets Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management Ability to suggest, implement ideas for enhancing the customer experience and implement best practices to optimize production support tasks/activities Flexible to work for extended hours and on weekends as needed to handle high priority issues Experience in managing Offshore Production support teams Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools Ability to deal with complex information, processes and relationships to derive a simple solution Good ability to navigate ambiguity and quickly establish credibility Excellent spoken and written English complete with clear oral communication skills Experience in Change management and Incident management tools