Responsibilities:

• The candidate has to perform the below responsibilities.
• Production setup up-time as per Service level agreement.
• Managing the team with ongoing knowledge management for solving the customer incidents in the given time with the help of different teams.
• Ensure proper automated monitoring and alerting systems are implemented so as to serve customers effectively.
• Managing the service desk for ticket management, priority assigning, escalations and updates on the issues, setting up the war room and bridge calls for P1/P2 issues.
• Ensure timely RCA documents are prepared & delivered to customers.
• Review the processes and policy related to production support and tune it for effective control and easy execution.
• Perform periodic reviews with customers to get customer expectations and on-going plans to meet the same.
• Continues improvement in the uptime and bugs count reduction by regular analysis, checks, automations and introducing controls.
• Providing inputs on the scalability in terms of volumes & user concurrency for setting up adequate infrastructure.




Candidate Requirements:

• 12+year experience in production support, having good knowledge on Application servers, DB’s, OS’s
• Good knowledge on debugging issues & Resolution
• Experience to handle pressure in production Severity 1 issues
• Experience of handling large teams
• Engineering graduate specialized in computers
• Master’s degree preferable



Location & commitments:

• This is a permanent opportunity
• Job location is in Pune