Senior Production Support Lead‹, VP

About The Role : 

Job Title - Senior Production Support Lead, VP

Location - Pune, India

Role Description

- We are seeking a

Senior 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 a

senior leadership roletaking ownership of existing global support support team, ensuring

24X7 operational excellence, efficient incident resolution, and strong collaboration with engineering and business stakeholders. The role emphasises

leadership, 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.

Your key responsibilities

Leadership & Operational Oversight

- Take ownership of

existing L1 and L2 support teams, ensuring consistent coverage and adherence to SLAs
- Server as the

senior escalation pointfor high-priority incident and ensure timely resolution and stakeholder communication
- Collaborate with engineering teams to ensure

operational readiness for new features and releases
- Drive

continuous 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

- Oversee

24X7 monitoring, alert triage, and incident resolutionfor all platforms
- Ensure

L1 team handle alerts, health checks and service requestsefficiently, while

L2 team manages deeper investigations and diagnostics
- Lead p

ost-incident reviews, ensuring actionable improvements and lessons learned are applied
- Proactively identify

recurring 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 in

senior support or operations leadership
- Experience managing

existing global L1/L2 support teams, ideally in multi-platform environments
- Strong expertise in

incident, problem, and change management frameworks
- Proven ability to lead during

major incidents/outages, with clear executive communication
- Strong cross-cultural leadership experience across distributed teams

Technical Skills

- Cloud & ContainersGoogle Cloud Platform (GCP), Kubernetes/Anthos
- API ManagementApigee, REST, OAuth2/OpenID Connect
- Messaging & StreamingKafka, Zookeeper, Schema Registry
- Data Platforms Tools:Spark, Big Query, Airflow, SQL
- ObservabilityLogging (Splunk, Cloud Logging), Monitoring (NewRelic, GCO, Prometheus, Grafana), Alerting
- ITSM & AutomationServiceNow/JIRA, Ansible/Terraform, GitOps, CI/CD
- Scripting & TroubleshootingBash, Python, SQL for operational tasks
- Resilience & RecoveryHigh-availability setups, DR Planning, cluster scaling and tuning

Preferred Qualifications:

- ITIL Expert, SRE Practitioner, or equivalent certifications
- Experience

optimising and scaling existing support teams
- Knowledge of

shift-left strategies, automation, and reliability engineering practices