Production Support Manager

Candidates From Mumbai Location Only Shall Apply

Minimum Qualification : BE/ B.Tech/ME/ M.Tech/MCA ONLY

Experience : Overall 17+ years in the IT sector with a minimum 15+ years dedicated to application production support.

Job Description :

- Own the overall production support for all tracks.

- Interface and drive the MSP partner for the SLAs, KPIs and coverage windows

- Ensure better than expected systems / platform availability and RTO & RPO for the technology platform and tools

- Capture and action the root causes for critical and fatal incidences

- Crisp reporting of the metrics on weekly and monthly basis

- Coordinate with all tracks for smooth functioning of applications

- Reduce repetitive activities efforts by fixing issues or by automating with the help of development team

- Ensure clear and prompt communication to the stakeholders and leadership with production uptime metrics

- Create issues handling process, standardize and enforce with all tracks, keep it up-to-date

- Create and implement a plan to scale the support team based on the business expansion plan

- Own Release management for all the tracks and be gatekeeper for quality of releases

- Ensure data and environment security as custodian of the production environment

Skills :

- Experienced in ITSM and issue tracking processes and tools like Manage Engine SDP

- Good hands on experience of using JIRA tool and Excel is mandatory

- Knowledge of Ecommerce domain (Preferred)

- Knowledge of BCP (Business continuity planning) and DR (Disaster Recovery) process (Preferred)

- Sound understanding of application production support processes and incident management. (Mandatory)