7.0 - 12.0 years

13 - 15 Lacs

Navi Mumbai

Work from Office

Role & responsibilities A) Uptime Monitoring & Availability Management 1) Own and drive monitoring strategies for critical production systems to ensure optimal uptime and performance. 2) Proactively identify potential threats to system availability and coordinate preventive actions. B) Incident Management 1) Oversee end-to-end incident tracking: detection, response, resolution, and documentation. 2) Ensure timely resolution of high-priority incidents with minimal business impact. 3) Lead major incident calls and ensure cross-functional collaboration during critical outages. C) Root Cause Analysis (RCA) 1) Enforce rigorous RCA practices post-incident to identify underlying issues. 2) Track and ensure closure of corrective and preventive actions from RCAs. D) Support Metrics & Reporting 1) Define, track, and publish regular production support KPIs (e.g., MTTR, incident volumes, SLA adherence). 2) Present insights and improvement plans to senior leadership based on support data and trends. E) Continuous Improvement 1) Drive operational excellence by identifying recurring issues and systemic gaps. 2) Partner with engineering, infrastructure, and application teams to implement process and tool improvements. 3) Promote automation and shift-left strategies to reduce manual effort and ticket volume. F) Team Leadership & Collaboration 1) Lead and mentor the support team to enhance responsiveness, technical acumen, and customer orientation. 2) Build a culture of accountability, ownership, and high-quality support delivery. Preferred candidate profile Bachelors degree in Computer Science, Information Systems, or related field 10+ years of experience in IT, with at least 5 years in production support leadership ITIL Certification (preferred) Experience in regulated or high-availability environments (Broking preferred)

Posted 2 months ago

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