Application Operation manager _ FT Lead Bmw Techworks India

10.0 - 15.0 years

7 - 10 Lacs

bengaluru, karnataka, india

On-site

Oversee the day-to-day functioning of production systems, ensuring optimal performance, uptime, and 24/7 support coverage. Direct support teams in efficiently handling incidents, service requests, and real-time alerts to ensure swift resolution. Coordinate release and deployment workflows to guarantee smooth transitions with minimal impact on live environments. Manage incident, problem, and change processes in alignment with ITIL standards. Lead root cause analysis (RCA) for major incidents, implement corrective actions, and drive preventive measures. Handle escalations and ensure timely resolution of critical issues. Track Key Performance Indicators (KPIs) such as system uptime, incident resolution time, and SLA compliance. Develop and maintain dashboards and reports for system health, support metrics, and operational performance. Present regular updates to senior leadership and stakeholders. Collaborate with development and QA teams to resolve issues and implement long-term fixes. Communicate effectively with stakeholders regarding system outages, resolutions, and ongoing improvements. Maintain detailed documentation for support procedures, known errors, troubleshooting guides, change logs, and incident history. Ensure adherence to internal policies, audit requirements, and industry best practices. Participate in risk assessments and contribute to business continuity planning. Lead and mentor a team of support analysts and engineers. Foster cross-functional collaboration and knowledge sharing. Drive automation and continuous process improvements to enhance support efficiency. What should you bring along ITIL processes (Problem / Incident / Change etc. ) Experience in Service Now Hands on experience using Jira / Confluence Strong leadership and team management skills Excellent communication and stakeholder engagement abilities Analytical thinking and problem-solving mindset Ability to work under pressure and manage critical incidents Commitment to continuous improvement and operational excellence Familiarity with ITIL processes and service management best practices Must have technical skill Certification in ITIL Proficient in SQL Server Experience with production system monitoring and support Proficiency in incident, problem, and change management Expertise in root cause analysis and corrective action planning Ability to develop dashboards and performance reports (e. g. , using tools like Grafana, Splunk, etc. ) Understanding of release and deployment processes Awareness of audit and compliance standards Familiarity with KPIs and SLA tracking Good to have technical skills Finance domain background. AWS Cloud/Azure Cloud/Google Cloud Kubernetes and Docker Deployment CI/CD tools Familiarity in any programming language (. Net)

Posted 22 hours ago

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