Production Support Manager

JobResponsibilities • Responsible for availability, incident, problem and capacity management for the applications in scope • Response and resolve incidents, problem and user queries through proper analysis • Manage communication for Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications within team, manager and department • Execute continuous service improvement plan, process improvement • Ensures essential process / procedures are followed and contribute to defining standards. • Communicate complex technical issues to business users in a language they understand • Contribute in effective knowledge management best practices within team and organization • Work closely with 1st & 3rd level support and development teams to the incidents, problem and users queries are resolved within SLA • This role involves Shift work and weekend support. JobRequirements • 5 years of experience in Application Production Support, IT Operations, or Production Services. • Experience supporting mission-critical banking or financial services applications. • Strong troubleshooting, incident management, and root cause analysis skills. • Experience with ITIL processes, batch operations, monitoring tools, and Disaster Recovery testing. • Excellent communication and stakeholder management skills with the ability to work under pressure in a 24x7 support environment.