Senior Production Support Lead, VP

Role Overview: As a Senior Production Support Lead at Deutsche Bank in Pune, India, you will take full ownership of L1 and L2 support operations across strategic enterprise platforms including API Management Platform, Kafka-as-a-Service (KaaS), and Data Platform. Your role as a senior leader will involve ensuring 24X7 operational excellence, efficient incident resolution, and strong collaboration with engineering and business stakeholders. You will be responsible for driving process optimization and operational reliability, focusing on leadership and shaping the future support model with best-in-class practices such as automation, shift-left, and service reliability engineering. Key Responsibilities: - Take ownership of existing L1 and L2 support teams, ensuring consistent coverage and adherence to SLAs - Serve as the senior escalation point for high-priority incidents, ensuring 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 Qualification Required: - 12+ years of IT experience, with 5+ years in senior support or operations leadership - Experience managing global L1/L2 support teams 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 Company Details: Deutsche Bank strives for a culture of empowerment, responsibility, commercial thinking, initiative, and collaboration. They promote a positive, fair, and inclusive work environment where employees are encouraged to excel together every day. The company values continuous learning, coaching, and support for career progression. They offer a range of flexible benefits tailored to individual needs. Visit their website for more information: [Deutsche Bank Website](https://www.db.com/company/company.htm),