Job Description

We are Hiring! Head – Production Support

Are you a seasoned IT support leader with a track record of keeping business-critical systems running flawlessly Do you thrive in high-stakes environments and excel at managing large-scale enterprise operations

We are looking for a dynamic Head of Production Support to lead our enterprise-wide support operations in Navi Mumbai. If you have 15+ years of experience and a passion for operational excellence, automation, and leadership, we want to hear from you!

Location: Navi Mumbai (Work from Office)

Experience: 15+ Years (with 8+ years in Production Support leadership)

Notice Period: Immediate to 30 Days preferred

Role Overview

As the Head of Production Support, you will lead enterprise-wide production support operations. You will be responsible for ensuring high application availability, operational stability, strict SLA compliance, and effective incident management for our business-critical applications.

Key Responsibilities

Lead Production Support and Service Delivery teams.
Manage Major Incidents (P1/P2), Problem Management, and Change Management.
Ensure application uptime, SLA adherence, and operational excellence.
Drive RCA, service improvements, and support automation initiatives.
Coordinate with Business, Infrastructure, Development, and Vendor teams.
Oversee 24x7 support operations and team management.
Implement ITIL best practices and governance processes.

Required Skills & Qualifications

Core Expertise: Production Support, Service Delivery Management, and ITIL Framework.
ITSM Tools: Hands-on experience with ServiceNow, Remedy, or Jira.
Monitoring Tooling: Familiarity with Dynatrace, AppDynamics, Splunk, or Grafana.
Infrastructure & Cloud: Exposure to Cloud Platforms (AWS / Azure / GCP), Linux/Unix environments, and Databases (Oracle, SQL Server, PostgreSQL).
Leadership: Exceptional stakeholder communication and team management skills.

Preferred Experience & Certifications

Experience managing large-scale enterprise or BFSI applications.
Proven track record in a 24x7 support environment.
Certifications like ITIL Foundation/Expert, PMP/PRINCE2, or AWS/Azure certifications are highly preferred.

How to Apply

If you are ready to take on this leadership challenge, send your updated resume to [Confidential Information] with the subject line Application: Head - Production Support.

Know someone who would be a perfect fit Tag them in the comments or share this post!