Own 24x7 application production support operations ensuring uptime performance and stability
Lead and manage L2L3 application support teams including staffing shifts and performance management
Drive Incident Problem and Change Management in line with ITIL processes
Ensure SLA KPI adherence track metrics and present operational dashboards to stakeholders
Lead major incident management including bridge calls stakeholder communication and postincident reviews
Perform and govern Root Cause Analysis RCA and ensure permanent fixes are implemented
Collaborate with Development QA Infra and Vendor teams for issue resolution and release support
Oversee release deployment and production validation activities
Identify and drive automation opportunities to reduce manual effort and improve efficiency
Ensure applications meet security compliance and audit requirements
Prepare and present Monthly Operations Review MOR and management reports
Qualifications
* 10-15 years of IT experience with strong background in Application Production Support
* Proven experience managing enterprise applications in BFSI or large regulated environments
* Strong hands-on experience with ITIL processes Incident Problem Change Release
* Experience with ticketing and monitoring tools ServiceNow JIRA AppDynamics Dynatrace etc
* Solid understanding of application architecture databases batch jobs and middleware
* Experience managing onshore-offshore teams and vendor coordination
* Strong stakeholder management and communicationSkills
Required Skills
* Unix/Linux SQL Autosys ControlM or similar schedulers
* Understanding of cloud or hybrid environments
* AWS/Azure Exposure to automation/scripting Shell Python desirable
* Knowledge of DevOps and CICD support models
Preferred Skills
* ITIL Certification mandatory
* PMP Agile certifications good to have
* SLA availability compliance
* Mean Time to Resolve MTTR
* Reduction in repeat incidents
* Automation and cost-optimization initiatives
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