Production Support Manager

1 month ago


Chennai, Tamil Nadu, India Deqode Full time

About the Role

We are looking for an experienced Cloud Production Support Engineer to join our team at Deqode. As a key member of our operations team, you will play a critical role in ensuring the smooth operation of our SaaS platform.

Your primary responsibility will be to manage the day-to-day production operations of our platform, working closely with engineering, product, QA, and customer success teams to ensure quick issue resolution, smooth deployments, and continuous service reliability.

Responsibilities
  • Issue Resolution: Monitor, triage, and resolve production issues in real-time, ensuring minimal impact on end users.
  • Incident Management: Work on the resolution of production incidents, track issues through to resolution, and ensure follow-up tasks are completed.
  • Process Improvement: Collaborate with engineering to identify recurring problems and implement long-term solutions to improve platform reliability.
  • On-Call Coverage: Maintain on-call schedules to ensure 24/7 support coverage.
  • Technical Investigation: Perform initial technical investigation into issues, analyzing logs, understanding system behavior, and documenting findings.
Qualifications
  • 3+ years of experience in a production support or operations role.
  • Excellent Communication: Ability to communicate complex issues clearly with both technical and non-technical stakeholders.
  • Collaboration & Teamwork: Proven ability to collaborate with cross-functional teams, including engineering, solutions, product, and customer success.
  • Incident Management Tools: Experience using tools like PagerDuty, Jira, or similar for incident tracking and management.
  • Technical Understanding: Familiarity with basic debugging techniques, reading logs, and understanding of SaaS infrastructure.
  • Fast-Paced Environment: Experience working in a high-paced, growth-oriented company.
Nice-to-Haves
  • Familiarity with scripting languages (Python, Bash) for basic automation.
  • Experience with cloud platforms (AWS, Azure, GCP) and monitoring tools like Datadog, Grafana, or Prometheus.

Estimated Salary: ₹17,50,000 - ₹22,50,000 per annum



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