Production Operations Lead

2 weeks ago

Chennai, Tamil Nadu, India Everstage Inc. Full time

Role Overview:

At Everstage Inc., we're seeking a skilled Production Operations Lead to oversee the day-to-day production operations of our SaaS platform. This role requires strong communication skills, technical understanding, and a proactive attitude to ensure quick resolution of issues, smooth deployments, and continuous service reliability.

Key Responsibilities:

  • Manage Production Support: Lead a team to monitor, triage, and resolve production issues in real-time, minimizing impact on end users.
  • Triage & Assign Work: Quickly assess incidents and assign them to the appropriate team or engineer, ensuring timely resolution.
  • Stakeholder Collaboration: Act as the primary point of contact between engineering teams, customer success, and QA during incidents, facilitating clear communication and updates.
  • Incident Management: Oversee the resolution of production incidents, track issues through to resolution, and ensure follow-up tasks are completed.
  • Service Reliability: Work with engineering to identify recurring problems and implement long-term solutions to improve platform reliability.
  • Process Improvement: Continuously improve production support processes, including escalation paths, incident tracking, and communication protocols.
  • Documentation: Ensure incident reports, post-mortems, and runbooks are maintained and updated to reflect best practices.
  • On-call Rotation Management: Organize and maintain on-call schedules to ensure 24/7 support coverage.
  • Basic Debugging: Perform initial technical investigation into issues, analyzing logs, understanding system behavior, and documenting findings.

Requirements:

  • 6+ years total experience and 2+ years 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-Have Skills:

  • Familiarity with scripting languages (Python, Bash) for basic automation.
  • Experience with cloud platforms (AWS, Azure, GCP) and monitoring tools like Datadog, Grafana, or Prometheus.

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