Summary:
The Site Reliability Engineering team at Johnson Controls is seeking a Technical Reliability & Support Manager to lead cloud product reliability, operational support, and production stability across global cloud applications and platforms. This role will be responsible for managing day-to-day technical operations, L2/L3 support coordination, incident response, service reliability governance, and continuous improvement for cloud products hosted across platforms such as Azure (primarily), Google Cloud, Ali Cloud, and other cloud environments.
The role will partner closely with Engineering, SRE, Security, Observability, and external support partners to ensure production issues are resolved quickly, recurring problems are eliminated, support processes are standardized, and operational risks are proactively identified and addressed.

Primary Duties:
- Lead technical operations and support management for cloud products across global environments
- Manage day-to-day L2/L3 support activities, incident response, escalations, and production issue resolution




- Own service reliability governance for assigned cloud products, including availability, incident trends, MTTR, recurring issues, and operational risks
- Partner with Engineering, SRE, Security, Observability and Platform teams to improve service stability and operational readiness
- Drive incident management, problem management, RCA/PCA reviews, and corrective action tracking for production issues
- Ensure timely communication during incidents, including stakeholder updates, executive summaries, customer-impact statements, and resolution updates
- Establish and manage support processes aligned with ITIL practices, including incident, problem, change, service request, and escalation management
- Define, track, and report operational KPIs such as availability, MTTR, incident volume, severity trends, backlog, service requests, alert noise, and SLA performance
- Identify recurring operational pain points and drive p

📌 Technical Operations Manager (India)
🏢 Johnson Controls
📍 India