Lead – Production Support

2 days ago

Malappuram, India Whatjobs IN C2 Full time

Role: Lead – Production Support & Release Management-SaaS Location: Bangalore Experience: 8+ years of experience in production support, release management, or service delivery, with at least 3 years in a lead role. Job Summary: We are looking for a Production Support & Release Management Lead who will be responsible for maintaining production stability and ensuring the smooth execution of software releases. The ideal candidate will be strong in process enforcement, coordination, and governance, with the ability to manage incidents, drive compliance, and lead cross-functional collaboration. While not deeply technical, the Lead should have basic-to-intermediate technical knowledge to understand issues and ensure effective resolution. Company: The US headquarters offers AI-powered employee support for SaaS. Its SaaS products automate the entire service desk operations, which drastically improves the speed of employee issue resolution with minimal human intervention. The product leverages Conversational AI and NLU (Natural Language Understanding) to create a seamless service desk experience. The company's product vision is to ensure that the entire employee L1 support layer is automated to give employees instant problem resolution and reduce costs for their clients. The company has won multiple awards and is recognized as the hottest SaaS vendor in multiple forums in the last few years. It is a series A-funded company backed by some of the most reputable Venture Funds, looking to aggressively invest in strengthening its product platform and investing in growth. Key Responsibilities Production Support - Lead and enforce incident, problem, and change management processes to ensure system stability. - Act as an escalation point for critical incidents and coordinate with technical teams for resolution. - Drive root cause analysis reviews and ensure corrective/preventive actions are implemented. - Ensure proper monitoring, documentation, and reporting of production systems. - Maintain SLAs and provide clear communication to stakeholders during outages or incidents. Release Management - Own the release calendar and ensure smooth coordination of deployments across multiple teams. - Enforce release governance processes (approvals, testing sign-offs, risk assessments). - Facilitate communication between Dev, QA, Ops, and Business stakeholders. - Ensure compliance with audit, security, and regulatory requirements. - Manage emergency releases/hotfixes with minimal disruption. Leadership & Governance - Act as a bridge between business and technical teams, ensuring priorities are clear. - Provide metrics and reports on system health, incident trends, and release performance. - Drive continuous improvement initiatives for stability and release efficiency. - Mentor junior team members in process adherence and escalation management. - Foster a culture of stability, accountability, and transparency. Skills & Qualifications - Strong expertise in ITIL processes (Incident, Problem, Change, Release Management). - Demonstrated ability to enforce governance and process compliance across teams. - Strong stakeholder management, leadership, and communication skills. - Basic-to-intermediate technical knowledge of databases (SQL queries), cloud/infra concepts (AWS/Azure basics), monitoring tools (Grafana, Splunk, ELK, Datadog – user level), and CI/CD pipelines. - Experience working in Agile/DevOps environments is a plus.

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