Senior Production Support Lead, VP

Role Overview: As a Senior Production Support Lead at Deutsche Bank in Pune, India, you will have the opportunity to 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. Your role as a senior leader will involve ensuring 24x7 operational excellence, efficient incident resolution, and strong collaboration with engineering and business stakeholders. Emphasizing leadership, process optimization, and operational reliability, you will be instrumental in shaping the future support model by implementing 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 Qualifications Required: - 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 Additional Details: Deutsche Bank offers a flexible scheme with benefits such as gender-neutral parental leaves, childcare assistance benefit, sponsorship for industry-relevant certifications and education, employee assistance program, comprehensive hospitalization insurance, accident and term life insurance, and complementary health screening for individuals above 35 years. Company Website: For further information about Deutsche Bank and its teams, please visit their official website: https://www.db.com/company/company.htm (Note: The additional details about the company have been omitted as they were not present in the job description provided),