Production Support Lead

4 weeks ago

Mumbai Maharashtra, 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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