Log In
Sign Up
- Lead end-to-end production support for critical applications, ensuring high availability, performance, and reliability across distributed environments.
- Own and manage major incidents, including impact assessment, triage, coordination with multiple teams, communication, and timely resolution.
- Analyze recurring incidents and production issues to identify root causes and drive permanent fixes and preventive measures.
- Define and implement production support standards, runbooks, and operational procedures aligned with ITIL best practices.
- Collaborate with development and architecture teams to design supportable, scalable, and resilient solutions for new and existing applications.
- Oversee change, release, and deployment activities to minimize production risk and ensure smooth transitions into live environments.
- Monitor system health using appropriate tools, define alert thresholds, and proactively address performance and capacity issues.
- Provide technical leadership and guidance to support teams, including mentoring, knowledge sharing, and continuous skills enhancement.
- Partner with business stakeholders to understand service expectations, prioritize issues, and ensure adherence to SLAs and OLAs.
- Prepare and present incident reports, trend analyses, and improvement recommendations to senior management and key stakeholders. Minimum Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field (BTECH, BE, ME, MSC, BSC, BCA, MCA, MTECH).
- 8–15 years of hands-on experience in production support or application support roles within enterprise environments.
- Strong expertise in production operations and support processes, including incident, problem, and change management.
- Proven experience applying ITIL principles in day-to-day production support and service management activities.
- Demonstrated ability to troubleshoot complex issues across distributed systems and coordinate resolution with multiple teams.
- Solid understanding of service-level management, monitoring, and escalation procedures in high-availability environments.