Production Support Manager

Incident & Problem Management:

• Lead the triage and resolution of high-impact incidents and service disruptions.

• Manage root cause analysis (RCA) and implement corrective and preventive actions.

• Establish escalation procedures and ensure adherence to SLAs.

Team Management:

• Manage and mentor a team of production support engineers and analysts.

• Ensure effective 247 coverage through shift rotations and on-call schedules.

• Build team capability through training and knowledge sharing.

Operational Excellence:

• Oversee system monitoring, alert management, and performance optimization.

• Define and track key operational metrics (uptime, MTTR, ticket volume, etc.).

• Continuously improve processes and automation to reduce manual intervention.

Stakeholder Coordination:

• Collaborate with development, QA, infrastructure, and DevOps teams to ensure smooth release transitions to production.

• Serve as the primary contact for production-related escalations from business or clients.

• Communicate status, risks, and recovery plans during incidents and post-incident reviews.

Change & Release Management:

• Participate in change advisory board (CAB) meetings to assess production risks.

• Ensure deployment readiness, rollback strategies, and proper documentation.

• Verify post-release validations and track issues arising from new deployments.

Documentation & Compliance:

• Maintain accurate runbooks, standard operating procedures (SOPs), and knowledge base articles.

• Ensure compliance with internal security, audit, and regulatory standards.