Senior Manager

Job Description

Job Title: Sr Manager Production Support

Location: Pune, MH (Hybrid)

Job Summary: We are looking for an experienced and strategic Senior Manager for Application Production Support to lead our team in ensuring the stability, availability, and performance of our critical applications in production environments. The ideal candidate will have a proven track record in managing and optimizing production support processes, driving incident resolution, and fostering a culture of continuous improvement. This role requires strong leadership skills, technical expertise in application support, and a customer-focused mindset.

Key Responsibilities:

- Leadership and Team Management:
- Lead and manage a team of application production support engineers and managers.
- Provide strategic direction, mentorship, and professional development opportunities for team members.
- Foster a collaborative and high-performance culture within the production support team.
- Production Support Strategy:
- Develop and execute strategies to ensure the stability and reliability of critical applications in production.
- Define and enforce best practices, processes, and standards for incident management, problem resolution, and change management.
- Implement proactive monitoring and alerting mechanisms to identify and mitigate potential issues before they impact production.
- Incident Management and Resolution:
- Oversee the management of production incidents, ensuring timely resolution and minimal disruption to business operations.
- Conduct root cause analysis (RCA) for major incidents and implement preventive measures to reduce recurrence.
- Coordinate with cross-functional teams, including development, infrastructure, and business units, to resolve complex issues.
- Performance Optimization and Scalability:
- Collaborate with development teams to optimize application performance, scalability, and reliability in production environments.
- Implement performance tuning initiatives and capacity planning strategies to meet business demands.
- Continuous Improvement:
- Drive continuous improvement initiatives to enhance production support processes, tools, and automation.
- Monitor and analyze production metrics to identify trends, inefficiencies, and opportunities for optimization.
- Champion a culture of innovation, knowledge sharing, and learning within the production support team.
- Stakeholder Communication and Relationship Management:
- Serve as the primary point of contact for senior management and stakeholders on production support-related matters.
- Provide regular updates, reports, and insights on application performance, incidents, and support metrics.
- Build and maintain strong relationships with business stakeholders to understand priorities and align production support activities with business objectives.

Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.
- 8+ years of experience in IT operations, application support, or production support, with at least 3 years in a leadership role.
- Proven experience in managing and leading teams in a fast-paced, dynamic environment.
- Strong technical background with hands-on experience in supporting and troubleshooting complex applications.
- Expertise in incident management, problem resolution, and root cause analysis methodologies.
- Experience with ITIL or other industry best practices in IT service management.
- Excellent communication, presentation, and interpersonal skills.
- Ability to effectively prioritize and manage multiple projects and initiatives.
- Strong analytical and problem-solving abilities with a proactive and results-oriented mindset.