- 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
Foundational->Service Management->ITIL,Technology->Maintenance and Production Support process->Finacle Product Maintenance process
