Head of Production Support and IT Operations

4 weeks ago

Mumbai, India Randstad Full time

Should possess at Minimum 15-18 years of experience in Large BFSI or MIs Tech Support Function years of which at least 5 years should be at senior level having led a team of technical experts comprising of PMO, Solution Architects, Systems , Networking, Security etc professionals for production, deployment and management of technology platforms.


  • The person is Accountable for managing Application uptime in Production and his responsibility is to Observe, Run, and Scale the Production Stack for all Applications Delivered, Deployed, and made LIVE for End Customers.
  • Control over Application Design – Software Architecture
  • System Architecture as designed and Deployed
  • Application Log management - Logging and tracing
  • Application Performance Monitoring with Tools (Dynatrace, App D, etc.)
  • Expert with Monitoring Tools and thrive in Automation
  • Incident notification, management, and Tracking to Closure
  • Updates and upgrades of various Software EOSL nodes
  • Ownership of DR setup of all Critical Applications
  • Support System Audits, VAPT cycles, and compliance-related activities
  • Vendor engagement and Mature practices
  • Create, Monitor, and Mature – the “Tech Ops Dashboard”
  • Be a proactive problem-solver: Anticipate and address potential issues before they arise, ensuring seamless operations and maximum system uptime.
  • Master capacity management: Accurately assess the application's resource demands, making optimal use of available infrastructure to achieve efficient utilization. Every change moving in Production will have some impact on performance and processes.
  • Prioritize uptime guarantees: Establish robust mechanisms to mitigate system downtime, minimizing disruptions and delivering reliable services to end-users.
  • Champion incidents management: Develop a structured framework for timely incident resolution, escalating critical issues promptly and tracking progress until resolution.
  • Optimize performance: Constantly monitor and fine-tune the application to enhance performance, enabling users to leverage its capabilities to the fullest
  • Foster effective communication: Collaborate closely with cross-functional teams, ensuring seamless coordination and sharing insights for efficient operations
  • Be a continuous learner: Stay updated with the latest technologies and industry trends, driving innovation and optimizing operations for sustainable success
  • Embrace automation: Leverage automation tools and technologies to streamline repetitive tasks, reducing manual efforts and boosting productivity.
  • Cultivate vendor relationships: Establish strong partnerships with vendors, maintaining open communication channels to address concerns promptly and drive mutual success
  • Nurture a customer-centric mindset: Prioritize customer ( internal, external and Regulators) satisfaction by understanding their needs, valuing their feedback, and consistently delivering exceptional service.

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