Production Support Lead

3 weeks ago

Mumbai, India Jio Full time
About the Role:

We are seeking a highly motivated and experienced Production Support Manager to join our dynamic team. In this critical role, you will be responsible for overseeing the day-to-day operations of our production environment, ensuring smooth and uninterrupted service delivery to our customers. You will lead a team of support engineers, providing guidance, mentorship, and technical expertise.


Key Responsibilities:
  • Oversee Production Support Operations:
  • Lead and manage a team of support engineers, providing guidance, mentorship, and technical expertise.
  • Monitor and analyze system performance, proactively identifying and resolving potential issues.
  • Ensure timely response and resolution of production incidents and outages.
  • Implement and maintain robust incident management and escalation procedures.
  • Conduct regular system audits and performance reviews to identify areas for improvement.
  • Capacity Planning and Resource Management:
  • Plan and manage system capacity to meet current and future business demands.
  • Optimize resource utilization to maximize system efficiency and cost-effectiveness.
  • Proactively identify and address resource bottlenecks.
  • Incident Management and Resolution:
  • Lead incident response and resolution efforts, ensuring timely communication and coordination with stakeholders.
  • Conduct post-incident reviews to identify root causes and implement corrective actions.
  • Develop and maintain comprehensive documentation of incident response procedures.
  • Service Level Agreement (SLA) Management:
  • Monitor and track key performance indicators (KPIs) related to service availability, response times, and resolution times.
  • Ensure compliance with service level agreements (SLAs) and customer expectations.
  • Proactively identify and address any potential SLA violations.
  • Team Leadership and Development:
  • Recruit, hire, and train high-performing support engineers.
  • Foster a positive and collaborative team environment.
  • Provide ongoing professional development opportunities for team members.
  • Conduct performance reviews and provide constructive feedback.
  • Continuous Improvement:
  • Identify and implement process improvements to enhance operational efficiency and effectiveness.
  • Stay abreast of emerging technologies and industry best practices.
  • Drive innovation and continuous improvement within the support team.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 12+ years of experience in production support, with at least 5 years in a leadership role.
  • Strong understanding of IT infrastructure, including servers, networks, databases, and applications.
  • Experience with cloud computing platforms (e.g., AWS, Azure, GCP) is a plus.
  • Proven ability to lead and mentor a high-performing team.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical and troubleshooting skills.
  • Ability to work independently and as part of a team.
  • Experience with ITIL or other IT service management frameworks is a plus.
  • Strong understanding of incident management and change management processes.


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