Job Purpose
- Lead the L1/L2/L3 support team responsible for non-core application stability, availability, EOD/BOD batch operations, DR readiness, and database/application monitoring.
- Ensure 99%+ uptime, timely incident resolution, proactive monitoring, and robust collaboration with Engineering, DevOps, Infra, and Business teams.
- Strengthen platform reliability through preventive fixes, automation, governance, and continuous improvement.
Key Result Areas
Supporting Actions
Application Uptime & Reliability
- Maintain ≥99% uptime for non-core applications
- Daily health checks, proactive alerting
- Zero unplanned outages
Batch (EOD/BOD) & Scheduler Management
- ≥98% successful EOD/BOD jobs
- Publish job status reports
- Reduce batch failures by ≥20% YoY
Incident & Problem Management
- ≥95% incidents resolved within SLA
- MTTR reduction by ≥20%
- Zero repeat incidents through preventive actions
DR / BCP Readiness
- 100% DR drill success
- Errorfree switchover/fallback
- DR documentation updated quarterly