Production Support Lead

Production Support, ITIL, Distributed Technologies

• Lead end-to-end production support for critical applications, ensuring high availability, performance, and reliability across distributed environments. • Own and manage major incidents, including impact assessment, triage, coordination with multiple teams, communication, and timely resolution. • Analyze recurring incidents and production issues to identify root causes and drive permanent fixes and preventive measures. • Define and implement production support standards, runbooks, and operational procedures aligned with ITIL best practices. • Collaborate with development and architecture teams to design supportable, scalable, and resilient solutions for new and existing applications. • Oversee change, release, and deployment activities to minimize production risk and ensure smooth transitions into live environments. • Monitor system health using appropriate tools, define alert thresholds, and proactively address performance and capacity issues. • Provide technical leadership and guidance to support teams, including mentoring, knowledge sharing, and continuous skills enhancement. • Partner with business stakeholders to understand service expectations, prioritize issues, and ensure adherence to SLAs and OLAs. • Prepare and present incident reports, trend analyses, and improvement recommendations to senior management and key stakeholders. Minimum Qualifications: • Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field (BTECH, BE, ME, MSC, BSC, BCA, MCA, MTECH). • 8–15 years of hands-on experience in production support or application support roles within enterprise environments. • Strong expertise in production operations and support processes, including incident, problem, and change management. • Proven experience applying ITIL principles in day-to-day production support and service management activities. • Demonstrated ability to troubleshoot complex issues across distributed systems and coordinate resolution with multiple teams. • Solid understanding of service-level management, monitoring, and escalation procedures in high-availability environments.