Senior Production Support Lead​, VP

Job Description

Senior Production Support Lead, VP

Position Overview

Job Title - Senior Production Support Lead, VP

Location - Pune, India

Role Description

- We are seeking aSenior Production Support Leadto take full ownership of L1 and L2 support operations across three strategic enterprise platforms:API Management Platform, Kafka-as-a-Service (KaaS) and Data Platform.
- This is asenior leadership roletaking ownership of existing global support support team, ensuring24X7 operational excellence, efficient incident resolution, and strong collaboration with engineering and business stakeholders. The role emphasisesleadership, process optimisation, and operational reliability,rather than team creation.
- The successful candidate will have the depth to lead day-to-day production support and foresight to shape the future support model, embedding best-in-class practices such as automation, shift-left, and service reliability engineering.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy

- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above

Your key responsibilities

Leadership & Operational Oversight

- Take ownership ofexisting L1 and L2 support teams, ensuring consistent coverage and adherence to SLAs
- Server as thesenior escalation pointfor high-priority incident and ensure timely resolution and stakeholder communication
- Collaborate with engineering teams to ensureoperational readiness for new features and releases
- Drivecontinuous improvement in support processes, knowledge base usage, and incident response efficiency
- Define and track Service Level Objectives (SLOs) across supported platforms, ensuring alignment with business expectations and operational goals

Incident & Problem Management

- Oversee24X7 monitoring, alert triage, and incident resolutionfor all platforms
- EnsureL1 team handle alerts, health checks and service requestsefficiently, whileL2 team manages deeper investigations and diagnostics
- Lead post-incident reviews, ensuring actionable improvements and lessons learned are applied
- Proactively identifyrecurring issues and reliability gaps, coordinating with L2/Platform engineering for resolution.

Team & Stakeholder Engagement

- Mentor and guide support analysts to improve technical skills, troubleshooting capabilities, and operational discipline
- Represent production support in cross-functional forms, ensuring alignment with business an engineering priorities
- Foster a culture of accountability, operational excellence, and proactive problem-solving

Your skills and experience

Required Skills & Experience

- 12+ years of IT experience, with 5+ years insenior support or operations leadership
- Experience managingexisting global L1/L2 support teams, ideally in multi-platform environments
- Strong expertise inincident, problem, and change management frameworks
- Proven ability to lead duringmajor incidents/outages, with clear executive communication
- Strong cross-cultural leadership experience across distributed teams

Technical Skills

- Cloud & Containers: Google Cloud Platform (GCP), Kubernetes/Anthos
- API Management: Apigee, REST, OAuth2/OpenID Connect
- Messaging & Streaming: Kafka, Zookeeper, Schema Registry
- Data Platforms Tools:Spark, Big Query, Airflow, SQL
- Observability: Logging (Splunk, Cloud Logging), Monitoring (NewRelic, GCO, Prometheus, Grafana), Alerting
- ITSM & Automation: ServiceNow/JIRA, Ansible/Terraform, GitOps, CI/CD
- Scripting & Troubleshooting: Bash, Python, SQL for operational tasks
- Resilience & Recovery: High-availability setups, DR Planning, cluster scaling and tuning

Preferred Qualifications:

- ITIL Expert, SRE Practitioner, or equivalent certifications
- Experienceoptimising and scaling existing support teams
- Knowledge ofshift-left strategies, automation, and reliability engineering practices

How we'll support you

- Training and development to help you excel in your career
- Coaching and support from experts in your team
- A culture of continuous learning to aid progression
- A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

We strive for a in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.
Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.
We welcome applications from all people and promote a positive, fair and inclusive work environment.