Production Support Manager

Key Responsibilities:

• Lead and mentor a team of L1 & L2 production support engineers, fostering collaboration and ensuring timely resolution of issues.
• Triage and prioritize customer-reported issues based on severity, ensuring minimal impact on business operations.
• Utilize Java and SQL to troubleshoot, debug, and resolve complex application issues.
• Manage incident tracking and resolution using ServiceNow, ensuring accurate documentation and reporting.
• Develop and maintain Standard Operating Procedures (SOPs) for issue resolution and system maintenance.
• Monitor and track application performance daily, proactively identifying and addressing potential issues.
• Engage directly with end customers daily, providing updates, managing expectations, and ensuring high satisfaction.
• Work onsite in a bank environment, adhering to strict security and compliance standards.
• Collaborate with cross-functional teams to drive root cause analysis and implement permanent fixes.

• Technical Skills

  :
• Strong proficiency in Java for application troubleshooting and development.
• Advanced SQL skills for database querying, optimization, and issue resolution.
• Hands-on experience with ServiceNow for incident management and reporting.

• Leadership

  : Proven ability to lead, mentor, and manage a team of production support engineers.

• Customer Interaction

  : Extensive experience handling end customers daily, with excellent communication and issue-resolution skills.

• Operational Expertise

  :
• Experience creating and maintaining SOPs for production support processes.
• Proficiency in daily application monitoring, tracking, and performance analysis.
• Strong understanding of issue severity and prioritization in a customer-facing environment.

• Industry Knowledge

  : Deep understanding of banking/fintech systems, processes, and compliance requirements.

• Soft Skills

  : Exceptional attention to detail, problem-solving abilities, and a proactive approach to issue resolution.

• Work Environment

  : Ability to work onsite in a bank environment with a schedule including the 1st and 3rd Saturdays.