As the Lead Production Support, you will drive incident management, technical troubleshooting, and team leadership in a 24x7, high-stakes environment, leveraging modern observability and automation tools. This is a unique prospect to shape resilient operations and deliver secure, reliable services at the heart of the trust and payments ecosystem.

Key Responsibilities

- Lead day-to-day production support operations for mission-critical applications and services, ensuring maximum uptime and reliability
- Participate in rotational 24x7 shifts, including nights, weekends, public holidays, and on-call schedules to guarantee continuous operational coverage
- Manage and coordinate support activities during assigned shifts, ensuring effective workload distribution, prioritization, and comprehensive shift handovers
- Act as the highest technical escalation point for complex production issues and customer-impacting incidents, driving rapid resolution
- Lead major incident bridge calls, coordinate cross-functional teams, and ensure timely service restoration within SLA commitments
- Provide L2/L3 troubleshooting across RITC products
- Own end-to-end monitoring and alert management
- Conduct and lead Root Cause Analysis (RCA) activities for major and recurring incidents, ensuring implementation of corrective and preventive actions
- Monitor and validate scheduled jobs, batch processes
- APIs, and third-party integrations to ensure uninterrupted business operations
- Manage incidents, problem records, service requests, and change activities through Jira Service Management or ServiceNow
- Collaborate with Different teams to resolve issues and drive permanent fixes
- Support production releases, deployments, post-release validations, and production readiness reviews
- Develop, review, and maintain SOPs, knowledge articles, and operational documentation
- Mentor, coach, and provide technical leadership to Production Support Engineers, fostering a culture of accountability, collaboration, and continuous learning




- Identify opportunities for automation and process optimization to improve efficiency and reduce manual interventions
- SLA performance, incident trends, and service health metrics to leadership
- Ensure effective stakeholder communication during incidents, outages, and planned maintenance activities

Requirements

Must have

- Bachelors degree (B.E./B.Tech) or MCA in Computer Science, Information Technology, or related discipline
- Minimum of 5-8 years of experience in Production/Application Support environments
- At least 3 years of experience leading support teams, managing shift operations, or coordinating major incidents
- Proven experience working in a 24x7 shift-based production support environment
- Extensive experience supporting high-availability, transaction-intensive, customer-facing applications
- Strong stakeholder management and communication skills
- Excellent analytical, troubleshooting, and decision-making abilities
- Ability and willingness to work rotational 24x7 shifts and on-call schedules

Good to have

- Experience in FinTech, payments, banking, or financial services environments is a plus
- AWS or any other cloud platform
- PostgreSQL, or observability platforms preferred

Skills Must have: Production/Application Support (L3), Team Leadership and Shift Management, Incident Management, Root Cause Analysis (RCA), SQL, PostgreSQL Jira Service Management or ServiceNow

Good to have: AWS, Kubernetes, Confluence, NoSQL Databases ,Performance Analysis and Tuning, Python/Shell Scripting, Monitoring tools like new relic, 24x7,

Bonus: Site Reliability Engineering (SRE) practices, Operational reporting and KPI management

Benefits

- Opportunity to lead support operations for mission-critical financial platforms
- Exposure to modern observability, monitoring, and incident management technologies
- Collaborative, fast-paced, and growth-oriented work workplace
- Explicit career progression into Operations Management
- Work with an organization committed to trust, transparency, security, and regulatory compliance

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