Director of IT production support

As a seasoned and dynamic Director of Production Support, you will play a vital role in leading and enhancing our production support operations. Your responsibilities will include ensuring system stability, facilitating rapid issue resolution, and driving continuous service improvement for our enterprise applications. As a senior leader, you will be responsible for overseeing the end-to-end production support function, managing a team, and serving as a key liaison between operations, engineering, and executive leadership. We are particularly interested in candidates who possess strong people management skills, technical expertise, and a profound understanding of the ITIL framework. Key responsibilities for this role include leading the Production Support function, overseeing a high-performing team of 10+ engineers across various geographies and time zones. You will take charge of Incident Management, Break-Fix Operations, and Problem Management in alignment with ITIL best practices. Your role will also involve ensuring minimal disruptions to business-critical systems through proactive monitoring, rapid incident response, and analyzing production data to identify trends, recurring issues, or areas for optimization. Collaboration with cross-functional teams, such as Engineering, QA, Infrastructure, and Product, will be essential to ensure seamless issue resolution and root cause analysis. You will be expected to drive continuous improvement initiatives, automation, and operational efficiencies while managing and optimizing support SLAs, KPIs, and reporting metrics. Providing regular CxO-level reporting, dashboards, and communication on incident trends, risk mitigations, and system health will also be part of your responsibilities. In addition, fostering a culture of accountability, collaboration, and customer-centricity within the team, as well as ensuring compliance with governance and audit processes, will be crucial. The ideal candidate should have 12+ years of overall IT experience with a significant focus on Production Support leadership roles. A proven track record of building and managing large-scale support teams in high-availability, high-performance environments is required. Strong expertise in ITIL processes, particularly in Incident, Problem, and Change Management, is essential. Excellent communication skills, with the ability to interact and influence stakeholders at all levels, including CXO executives, are a must. The ability to lead teams under pressure and in fast-paced, evolving environments is also required. Experience working in a product-based company is highly preferred, and familiarity with support tools like Opsgenie, Sumologic, Jira, ServiceNow, and Dynatrace is considered a plus for this role.,