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Deutsche Bank
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Senior Production Support Lead‹, VP

Senior Production Support Lead‹, VP

Deutsche Bank

12 - 17 years

35 - 40 Lacs

pune

Posted:18 hours ago| Platform:

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Skills Required

operations leadership change management oauth python kafka kubernetes production apigee apache zookeeper sso sql microservices spring java iam spark ldap saml bigquery api rest openid identity access management spring boot troubleshooting vp aws

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role :
Job Title - Senior Production Support Lead, VP
Location - Pune, India
Role Description

We are seeking a
Senior Production Support Leadto take full ownership of L1 and L2 support operations across three strategic enterprise platforms:
API Management Platform, Kafka-as-a-Service (KaaS) and Data Platform.

This is a
senior leadership roletaking ownership of existing global support support team, ensuring
24X7 operational excellence, efficient incident resolution, and strong collaboration with engineering and business stakeholders. The role emphasises
leadership, process optimisation, and operational reliability,rather than team creation.

The successful candidate will have the depth to lead day-to-day production support and foresight to shape the future support model, embedding best-in-class practices such as automation, shift-left, and service reliability engineering.

Your key responsibilities
Leadership & Operational Oversight

Take ownership of
existing L1 and L2 support teams, ensuring consistent coverage and adherence to SLAs

Server as the
senior escalation pointfor high-priority incident and ensure timely resolution and stakeholder communication

Collaborate with engineering teams to ensure
operational readiness for new features and releases

Drive
continuous improvement in support processes, knowledge base usage, and incident response efficiency

Define and track Service Level Objectives (SLOs) across supported platforms, ensuring alignment with business expectations and operational goals

Incident & Problem Management

Oversee
24X7 monitoring, alert triage, and incident resolutionfor all platforms

Ensure
L1 team handle alerts, health checks and service requestsefficiently, while
L2 team manages deeper investigations and diagnostics

Lead p
ost-incident reviews, ensuring actionable improvements and lessons learned are applied

Proactively identify
recurring issues and reliability gaps, coordinating with L2/Platform engineering for resolution.

Team & Stakeholder Engagement

Mentor and guide support analysts to improve technical skills, troubleshooting capabilities, and operational discipline

Represent production support in cross-functional forms, ensuring alignment with business an engineering priorities

Foster a culture of accountability, operational excellence, and proactive problem-solving

Your skills and experience
Required Skills & Experience

12+ years of IT experience, with 5+ years in
senior support or operations leadership

Experience managing
existing global L1/L2 support teams, ideally in multi-platform environments

Strong expertise in
incident, problem, and change management frameworks

Proven ability to lead during
major incidents/outages, with clear executive communication

Strong cross-cultural leadership experience across distributed teams

Technical Skills

Cloud & ContainersGoogle Cloud Platform (GCP), Kubernetes/Anthos

API ManagementApigee, REST, OAuth2/OpenID Connect

Messaging & StreamingKafka, Zookeeper, Schema Registry

Data Platforms Tools:Spark, Big Query, Airflow, SQL

ObservabilityLogging (Splunk, Cloud Logging), Monitoring (NewRelic, GCO, Prometheus, Grafana), Alerting

ITSM & AutomationServiceNow/JIRA, Ansible/Terraform, GitOps, CI/CD

Scripting & TroubleshootingBash, Python, SQL for operational tasks

Resilience & RecoveryHigh-availability setups, DR Planning, cluster scaling and tuning

Preferred Qualifications:

ITIL Expert, SRE Practitioner, or equivalent certifications

Experience
optimising and scaling existing support teams

Knowledge of
shift-left strategies, automation, and reliability engineering practices

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Senior Production Support Lead‹, VP