About the role
Job Description: Production Management Leader L9
Location: Pune
Work Mode: 5 Days Work from Office
Experience: 15 to 19 Years
Employment Type: Full Time
Role Overview:
We are looking for an experienced Production Management Leader to oversee production support, service stability, incident management, and operational excellence across business-critical applications. The ideal candidate will lead a team responsible for ensuring high availability, performance, and reliability of production systems while driving continuous improvement initiatives.
Key Responsibilities:
Key Responsibilities
- Lead and manage the Production Support team for critical business applications and services.
- Ensure 24 -7 operational support and system availability as per SLA commitments.
- Drive Incident, Problem, Change, and Release Management processes.
- Coordinate with Development, Infrastructure, Cloud, and Business teams during major incidents.
- Analyze recurring production issues and implement permanent fixes to improve system stability.
- Monitor application health, performance metrics, and capacity utilization.
- Lead Root Cause Analysis (RCA) and post-incident review meetings.
- Develop and track operational KPIs, SLAs, and service improvement plans.
- Ensure compliance with IT governance, security, and audit requirements.
- Mentor and develop team members through coaching and performance management.
- Manage stakeholder communication and provide regular operational status updates.
Domain Skill:
Strong background in Telecom and Mobile Applications
Knowledge of telecom service operations and billing systems
Required Skills & Qualifications
- Bachelors degree in Computer Science, Information Technology, Engineering, or related field.
- Strong experience in Production Support and IT Operations Management.
- Hands-on knowledge of Incident, Change, Problem, and Release Management.
- Experience with ITIL processes and service management tools.
- Exposure to monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar.
- Strong understanding of cloud platforms (Azure, AWS, or GCP).
- Excellent troubleshooting, analytical, and decision-making skills.
- Strong communication and stakeholder management skills.
Preferred Qualifications
- ITIL Foundation , Expert Certification.
- Experience managing global support teams.
- Knowledge of DevOps, SRE, and automation practices.
- Experience in Telecom, BFSI, Healthcare, or Enterprise Application support
Key Competencies
- Leadership and Team Management
- Incident and Crisis Management
- Stakeholder Management
- Operational Excellence
- Problem Solving and Decision Making
- Continuous Improvement Mindset
- Customer Focus