We are looking for an experienced Support Operations Manager (Associate Director) to lead and manage large-scale production support operations for business-critical applications. The ideal candidate will have strong expertise in Azure Cloud, SQL Server, Production Support, Incident Management, and Operations Leadership, along with experience managing global support teams.

Key Responsibilities

- Lead and manage 24x7 production support operations, ensuring high availability and reliability of applications.

- Drive service excellence by monitoring and improving SLAs, KPIs, MTTR, and operational performance.

- Lead global support teams and provide technical and people leadership.

- Act as the primary escalation point for critical (P1/P2) incidents and major outage management.

- Ensure effective incident, problem, change, and release management processes.

- Manage and optimize Azure Cloud environments including compute, storage, networking, and security services.

- Implement monitoring and observability solutions using Azure Monitor, Application Insights, and Log Analytics.

- Perform SQL Server troubleshooting, performance tuning, root cause analysis, and data validation activities.

- Collaborate with Engineering, Infrastructure, Security, and Business teams to deliver operational excellence.





- Drive automation initiatives across support processes to improve efficiency and reduce manual effort.

- Lead capacity planning, disaster recovery readiness, and platform performance optimization.

- Mentor and develop support teams, fostering a culture of ownership, accountability, and continuous improvement.

Required Skills

- 10+ years of experience in Application/Production Support and Operations Management.

- Strong experience in Azure Cloud Platform.

- Hands-on experience with SQL Server administration, troubleshooting, and performance tuning.

- Experience managing large support teams and stakeholder communication.

- Strong expertise in Incident Management, Problem Management, and Service Operations.

- Knowledge of Azure DevOps, CI/CD processes, and release management.

- Experience with monitoring and observability tools.

- Excellent leadership, communication, and stakeholder management skills.

Preferred Skills

- Experience working in a global support setting.

- Exposure to ITIL processes and best practices.

- Experience in automation, scripting, and operational excellence initiatives.

- Knowledge of disaster recovery and business continuity practices.

Education

- Bachelor's Degree in Computer Science, Information Technology, or related field.

📌 Operations and Support Manager (Hyderabad)
🏢 AMS
📍 Hyderabad