Join the Legacy of Innovation with FCI-CCM:
Backed by a legacy of innovation since 1959, FCI has built over six decades of expertise in communications, continuously evolving to meet changing business and technology needs. By combining deep domain knowledge with innovation, FCI has consistently delivered enterprise-grade communication solutions that help organizations adapt to an increasingly digital world.
Today, FCI continues that legacy through its flagship platform, VARTA, an Insights-Led Customer Communications Platform that empowers organizations to unify customer intelligence, communication workflows, behavioural signals, and engagement orchestration to deliver intelligent, personalized, and real-time customer experiences.
Broad Function:
Responsible for ensuring stable, reliable, and efficient operation of SaaS/enterprise applications in production. The function focuses on incident and problem management, application troubleshooting, SLA adherence, customer support, production operations, and cross-functional coordination to minimize business impact and maintain high levels of service availability and customer satisfaction.
Roles and Responsibilities (not limited to)
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Manage day-to-day production support and application operations for SaaS-based products.
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Handle production issues and ensure timely resolution with minimal business impact.
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Own the complete Incident Management lifecycle from identification, prioritization, assignment, escalation, resolution, and closure.
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Drive P1/P2 and critical production incidents to resolution within defined SLA timelines.
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Act as the primary customer-facing SPOC for production support and manage customer escalations.
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Ensure clear and timely communication with customers and stakeholders throughout the incident lifecycle.
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Build strong customer relationships and understand business and operational priorities.
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Conduct regular customer reviews and service governance meetings covering incidents, SLAs, risks, service performance, and improvement initiatives.
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Coordinate with Engineering, DevOps, QA, Product, and other teams to resolve customer-impacting issues.
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Perform L1/L2 application troubleshooting and analyze application logs, API responses, database queries, and system behavior.
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Monitor production environments and proactively identify potential service-impacting issues.
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Perform Root Cause Analysis (RCA) for major and recurring incidents and drive corrective actions.
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Track key support metrics such as SLA compliance, incident volume, response/resolution time, and service availability.
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Drive continuous improvement in production stability, support processes, incident response, and customer satisfaction.
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Lead and manage the day-to-day activities of the Production Support team, including work allocation, prioritization, and tracking of deliverables.
Desired Qualifications & Experience:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
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Minimum 5 years of experience in Production Support / Application Support for SaaS or enterprise applications.
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Strong hands-on experience in Incident & Problem Management, including handling P1/P2 and business-critical production incidents.
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Experience in customer-facing production support, customer escalations, service reviews, and stakeholder management.
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Good understanding of ITIL processes, SLA management, RCA, and production support governance.
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Hands-on troubleshooting experience with application logs, REST APIs, microservices, databases, and Linux/Unix environments.
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Experience with monitoring/logging tools such as Grafana, Kibana, CloudWatch, or equivalent.
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Working knowledge of Jira, ServiceNow, or other ITSM/ticketing tools.
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Exposure to AWS/Cloud environments and Kubernetes/OpenShift would be preferred.
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Exposure to Kafka and Redis would be an added advantage.
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Strong analytical, problem-solving, communication, and customer-management skills.
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Prior experience in leading/coordinating a production support team or managing support operations would be preferred.
The company offers a range of employee benefits including:
- Cashless medical insurance for employees, spouses, and children
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Accidental insurance coverage
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Life insurance coverage
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Retirement benefits including Provident Fund (PF) and Gratuity
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ESI*
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Complementary meal coupons
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Company-paid transportation
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Sodexo benefits for income tax savings
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Paternity & Maternity Leave Benefit
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National Pension Saving
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EL encashment
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Sick Leave
