Description
Key Responsibilities
1. Production Support Leadership
- Lead L1/L2/L3 support teams ensuring high availability and SLA adherence.
- Own incident, problem, and escalation management across applications.
- Implement frameworks to reduce manual intervention.
- Manage MIS etc to monitor data of production support
- Coordinate with Application teams for Permanent fixes
- Manage production change control to avoid service disruption
- Drive faster resolution of critical production issues.
- Collaborate with release managers for seamless deployments
- Oversee incident lifecycle with AI-assisted triaging and prioritization.
- Ensure detailed RCA with data-driven insights.
- Reduce recurring incidents using predictive models.

2. AI-Driven Operations (AIOps)
- Implement AI/ML-based monitoring and predictive analytics to identify potential failures.
- Leverage AIOps tools for anomaly detection and intelligent alerting.
- Drive auto-remediation and self-healing systems.
- Use AI for log analysis, pattern recognition, and root cause prediction.

3. Incident & Problem Management
4.



Stakeholder & Business Engagement
- Act as a bridge between business, IT, and data teams.
- Translate AI-driven insights into actionable business improvements.
- Manage vendors and partners effectively.

5. Change & Release Governance
- Monitor post-deployment health using intelligent dashboards.

7. Automation & Innovation
- Drive automation using AI, RPA, and scripting.
- Build intelligent workflows to reduce manual intervention.
- Continuously improve operational efficiency using data insights.

8. Team Management & Capability Building
- Mentor team on AI tools, automation, and up-to-date support practices.
- Upskill team in data-driven decision-making and AI adoption.

Required Skills & Qualifications
- Bachelor’s degree in Computer Science / IT or related field.
- 8–10 years of experience in application/product support from GI industry
- Strong experience in incident, problem, and change m

📌 Lead – Application Production Support (Maharashtra)
🏢 Universal Sompo General Insurance
📍 Maharashtra