Opportunity for Ops Manager to oversee production support and operational activities across multiple tracks. The ideal candidate will manage production incidents, drive operational enhancements, and ensure seamless collaboration between clients and internal teams. This role demands strong leadership, stakeholder management, and a commitment to operational efficiency while maintaining SLAs. Additionally, the candidate should possess strong functional expertise to guide the team in swiftly resolving issues and improving overall system performance.

Key Responsibilities

Incident Management:

Oversee production incidents and ops enhancements across multiple tracks, ensuring timely resolution with minimal business impact.
Lead a cross-functional team (BA, Dev, Integration) to provide on-call support for P1/P2 incidents, ensuring regular user updates per SLA.
Maintain daily engagement with users to provide updates on critical incidents; manage escalation effectively when needed.
Provide functional and technical guidance to the team on ticket investigation, troubleshooting, and resolution.
Contribute to system design improvements, offering insights into solutioning and architectural enhancements.
Ensure strict adherence to SLAs for incident resolution and reporting.
Plan and coordinate weekly deployments and patching to ensure smooth production operations and maintain system availability.
Manage maintenance windows and downtimes in collaboration with clients and internal teams.
Oversee the timely implementation of security fixes and certificate renewals as per SOP.

Team Leadership & Coordination

Lead weekly PMT reporting and quarterly PMC for Ops, providing transparency on progress and challenges.
Prepare and present management reports on incident trends and critical issues to both internal and external stakeholders.
Manage and mentor a team of Developers, Business Analysts, and Interns across various experience levels.
Drive team development and engagement, fostering skill development and operational excellence.
Engage with client leadership and key stakeholders, ensuring alignment on operational priorities

Primary Skill

Incident & Operations Management

Leadership & Stakeholder Management

Functional & Technical Expertise

Business Analyst-OPs Manager