Head of Production Management

Title : Head of Production Management; Preferred Location : Bengaluru / Hyderabad

We are looking for seasoned and strategic leader to Head Production Management function for our customer who are into Insurance domain. This role is critical to ensuring the stability, reliability, and performance of our live software products and infrastructure. The ideal candidate will lead L1 and L2 support teams, drive operational excellence, and collaborate cross-functionally to deliver seamless customer experiences.

ESSENTIAL:

Operational Leadership

• Own and manage the production environment for all applications and infrastructure.
• Lead and scale L1 and L2 support teams to ensure 24x7 operational coverage.
• Define and monitor SLAs, KPIs, and service metrics for operational performance.
• End-to-End Production Ownership: Own and manage the production environment of enterprise applications with a focus on stability, performance, and scalability.
• Collaborate with engineering teams to ensure high availability and reliability of applications.

Incident & Problem Management

• Establish and oversee incident response protocols, escalation paths, and root cause analysis.
• Drive problem management initiatives to reduce recurring issues and improve system resilience.
• Ensure timely and transparent communication during major incidents.
• Include tooling around service now, problem, and incident process improvements

Monitoring & Reliability

• Implement and optimize monitoring tools for proactive issue detection and resolution.
• Oversee infrastructure health checks, performance tuning, and capacity planning.

Process & Governance

• Develop and maintain SOPs, runbooks, and escalation matrices.
• Ensure adherence to ITIL practices and internal governance standards.
• Conduct regular operational audits and reviews.

Stakeholder Collaboration

• Partner with Engineering, DevOps, Security, and Product teams to ensure smooth handoffs and feedback loops.
• Act as the primary point of contact for business stakeholders during outages or service

disruptions.

• Presentations to key stakeholders and C Suite
• Hold Client Forums to address L1/L2 backlog within 45 days
• Infra services working with critical third parties

Team Development

• Build, mentor, and retain a high-performing operations team.
• Drive training and upskilling programs for L1 and L2 support staff.

Continuous Improvement

• Champion automation and tooling to reduce manual interventions.
• Analyze operational data to identify trends and improvement opportunities.
• Ai Automation

QUALIFICATION -

• Bachelor’s or master’s degree in computer science, Information Technology, or

related field.

• 15+ years of experience in IT operations, with at least 5 years in a leadership role.
• Proven experience managing production environments for software products.
• Strong understanding of cloud infrastructure (Azure), application support, and ITSM

practices.

• Hands-on experience with monitoring tools (e.g., Datadog, Splunk, Prometheus) and

ITSM platforms (e.g., ServiceNow).

• Excellent leadership, communication, and stakeholder management skills.
• ITIL Foundation or higher
• PMP or equivalent (optional)
• Cloud certifications (AWS/GCP/Azure)

KEY RESPONSIBILITIES -

• Ensure deliveries are accurate, consistent, and fit for purpose.
• Enhance the quality and timeliness of job monitoring and task processing.
• Mentor and guide new joiners.
• Follow processes to provide timely updates follow up with responsible teams for RCAs.
• Contribute new ideas and initiatives to improve organizational processes or deliver

better customer solutions.

• Participate in planning and creating shift rosters and assign tasks to team members.
• Manage client escalations.
• Conduct regular one-on-one meetings with team members to assess performance and

take necessary actions for improvement.

• Identify training needs, and plan and organize training sessions in a timely manner.
• Implement continuous process improvements as needed.
• Conduct internal and external RCAs, and collaborate with stakeholders to provide

timely RCAs.