Production Support Manager (6-8 Years of Experience)

Location : Bengaluru, Karnataka, India

About the Role :

Talent Worx is seeking an experienced and strategic Production Support Manager to lead our critical production support operations.

You will be responsible for overseeing the stability, reliability, and performance of our platforms, particularly focusing on our Java applications.

This role demands strong leadership, advanced technical expertise, and a commitment to continuous improvement and client satisfaction.

Key Responsibilities :

- Support Leadership & Escalation : Lead the investigation and drive resolution of complex support issues, serving as the primary point of escalation for critical support issues from L1 and L2 teams.

- Engage directly with senior external clients, internal stakeholders, and other engineering teams for expedited resolution.

- SRE Strategy & Maturity : Develop and mature the Site Reliability Engineering (SRE) strategy to ensure the scalability, reliability, and performance of our production platforms.

- Automation & Efficiency : Strategically identify, champion, and lead initiatives to automate manual processes across the support function, significantly increasing efficiency and reducing operational risk.

- Incident Management & On-Call : Oversee and participate in on-call rotations, taking ownership of incident response and ensuring timely and effective resolution of critical issues.

- Process & System Improvement : Continuously drive and implement improvements to processes and systems, focusing on increasing reliability, reducing risk, and enhancing the overall production support framework.

- Roadmap Influence : Actively influence and suggest improvements on the product roadmap, advocating for enhancements that improve the Marquee client experience and operational excellence.

- Knowledge Management : Oversee the creation and maintenance of comprehensive documentation, runbooks, and robust code snippets for knowledge sharing with clients and internal engineering teams.

- Mentorship & Guidance : Provide strong mentorship and guidance to junior and mid-level team members, fostering their technical growth and ensuring successful resolution of complex issues.

- Complex Troubleshooting : Troubleshoot and resolve highly complex technical issues, collaborating extensively with cross-functional engineering teams to drive client issue resolution.

Must-Have Skills :

- Java Expertise : Extensive hands-on experience in Java programming, with a deep understanding of enterprise-level Java applications.

- Advanced Debugging & Tooling : Expert-level ability in debugging API calls, designing and creating advanced quality-of-life snippets, and developing sophisticated scripts for debug tooling.

- UI & API Integration : Strong understanding of UI and API integration patterns and best practices.

- SQL Proficiency : Proficient knowledge of SQL for complex database querying, analysis, and performance tuning.

- Client & Stakeholder Management : Highly presentable to clients and a clear, empathetic, and confident communicator able to engage effectively with senior clients and stakeholders.

- Strategic Support Mindset : Proven ability to not only execute on support issues but also to strategically build out the production support function and lead automation initiatives for repeat issues.

Secondary Skills :

- UNIX/Linux Expertise : Extensive experience working in and troubleshooting issues within complex UNIX/Linux environments.

- Advanced Scripting : Hands-on experience in advanced scripting languages such as Shell script, Perl, or Python for automation and system management.

- RDBMS Expertise : Strong knowledge and hands-on experience with RDBMS environments such as Sybase ASE/IQ, Oracle, or DB2, including performance tuning and schema understanding