Production Support Manager

JobResponsibilities

• Responsible for availability, incident, problem and capacity management for the applications in scope
• Response and resolve incidents, problem and user queries through proper analysis
• Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department
• Execute continuous service improvement plan, process improvement
• Ensures essential process / procedures are followed and contribute to defining standards.
• Communicate complex technical issues to business users in a language they understand
• Contribute in effective knowledge management best practices within team and organization
• Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA
• This role involves Shift work and weekend support.

JobRequirements

• 5 years of experience in Application Production Support, IT Operations, or Production Services.
• Experience supporting mission-critical banking or financial services applications.
• Strong troubleshooting, incident management, and root cause analysis skills.
• Experience with ITIL processes, batch operations, monitoring tools, and Disaster Recovery testing.
• Excellent communication and stakeholder management skills with the ability to work under pressure in a 24x7 support environment.