Area(s) of responsibility
Responsibilities
- Oversee end-to-end delivery and support of ASM projects with stringent uptime and performance requirements.
- Ensure SLA compliance and continuous service improvement.
- Drive productivity initiatives and automation opportunities across the support landscape.
- Lead and mentor a large team of support engineers and leads.
- Foster a high-performance culture with a focus on ownership, collaboration, and growth.
- Conduct regular performance reviews and enable skill development.
- Lead Emergency Response Team (ERT) calls during major incidents and outages.
- Drive root cause analysis and implement preventive actions.
- Ensure prompt resolution and communication of incidents and problems.
- Build and keep strong relationships with internal and external stakeholders.
- Provide regular updates, dashboards, and reports to leadership and clients.
- Function as a single point of contact for escalations and strategic discussions.
- Collaborate with infrastructure teams to ensure system stability and performance.
- Leverage Java-based background to understand and troubleshoot application and infrastructure issues.
REQUIREMENT
(Experience, Qualification, Knowledge & Skills)
- 10-14 years of IT experience with Java Web/Enterprise/Infra Support projects.
- Bachelor's degree in computer science, Engineering, or related field.
- 5+ years of experience in Managing Production Support engagement including mission critical applications in 24*7 support model.
- Proven experience managing large teams and complex application landscapes.
- Strong ability in Incident Management, Problem Management, Stakeholder Communication, and Productivity Initiatives.
- Experience in driving ERT calls and managing high-pressure situations.
- Familiarity with Splunk, New Relic, and other monitoring tools.
- ITIL certification preferred; PMP or equivalent is a plus.
- Ability in programming languages such as Java, sprint boot, microservices
- Solid understanding of cloud computing platforms, preferably AWS cloud.
- Knowledge in implementing and supporting CI/CD pipelines using tools like Jenkins and GitLab
- Effective communication, presentation, and collaboration skills with the ability to work effectively in a multi-vendor environment.
- Strong ability to Drive discussion with Senior leadership.
- Familiarity with Automation, Reliability and Observability in RUN organization.
