Director - Production Support

Job Description (Director - Production Support) About the Role: We are looking for a seasoned and dynamic Director - Production Support to lead and elevate our production support operations. This leadership role is critical in ensuring system stability, rapid issue resolution, and continuous service improvement for our enterprise applications As a senior leader, you will own the end-to-end production support function, manage a team, and act as a key interface between operations, engineering, and executive leadership. We are particularly interested in candidates who bring strong people management skills, technical expertise, and a deep understanding of the ITIL framework. Key Responsibilities: Lead the Production Support function, managing a high-performing team of 10+ engineers across geographies and time zones. Take ownership of Incident Management, Break-Fix Operations, and Problem Management in alignment with ITIL best practices. Ensure minimal disruption to business-critical systems through proactive monitoring and rapid incident response. Analyze production data to identify trends, recurring issues, or areas for optimization. Collaborate with cross-functional teams including Engineering, QA, Infrastructure, and Product to ensure seamless resolution and root cause analysis. Drive continuous improvement initiatives, automation, and operational efficiencies. Manage and optimize support SLAs, KPIs, and reporting metrics. Provide regular CxO-level reporting, dashboards, and communication on incident trends, risk mitigations, and system health. Foster a culture of accountability, collaboration, and customer-centricity within the team. Ensure compliance with governance and audit processes. Required Qualifications: 16+ years of overall IT experience with significant expertise in Production Support leadership roles. Proven track record of building and managing large-scale support teams (25+ members) in high-availability, high performance environments. Strong understanding and hands-on experience with ITIL processes, especially in Incident, Problem, and Change Management. Excellent communication skills, with the ability to interact and influence at all levels, including CXO stakeholders. Demonstrated ability to lead teams under pressure and in fast-paced, evolving environments. Experience working in a product-based company is highly preferred. Familiarity with support tools like Opsgenie, Sumologic, Jira, ServiceNow, and Dynatrace etc. is a plus. Location : Bangalore (Hybrid Work Model) Education : Bachelor s or Master s degree in Engineering or related field.