Manager - Production Support

Key Responsibilities:

- Lead and manage the end-to-end production support operations across all applications and platforms.

- Build, mentor, and guide a multi-tier support team (L1 to L3) to ensure efficient incident resolution.

- Serve as the point of escalation for all critical application issues, driving root cause analysis and long-term solutions.

- Collaborate with development teams to ensure smooth transition of applications from development to production.

- Establish and enforce best practices for incident, change, and problem management using ITIL frameworks.

- Maintain uptime and availability SLAs across key banking systems by proactive monitoring and support strategies.

- Work closely with business units to understand impact and prioritize issues effectively.

- Ensure thorough documentation of support processes, incidents, and resolutions.

- Maintain comprehensive product and system knowledge to troubleshoot effectively and communicate with stakeholders.

- Drive automation and tooling initiatives to reduce manual intervention and improve response time.

- Prior experience in application development is a strong advantage.

- Preference will be given to candidates with direct experience in core banking operations and production support, rather than those with backgrounds primarily in Business Technology or Enterprise Architecture functions.

- Proven track record of managing mission-critical systems in BFSI/Fintech domains also preferred.

- Deep knowledge of incident management, change management, and release cycles.

- Strong understanding of software development lifecycle (SDLC) and production support methodologies.

- Exceptional communication and stakeholder management skills