What are we looking for?
- Cloud understanding (AWS/GCP) with basic troubleshooting capability
- Team management and effective workload distribution
- Solid production support background (incident/problem/change)
- Experience with ticketing tools (ServiceNow, BMC Remedy, etc.)
- Confident day-to-day decision making and task prioritization
- Ensuring SLA compliance and end-to-end control on ticket resolution
- Strong stakeholder communication and expectation management
- Analytical and problem-solving mindset for quick issue resolution
- Tactical handling of escalations and major incidents
- Log/alert analysis using monitoring tools (CloudWatch)
- Maintaining runbooks/SOPs and driving knowledge management
- Basic scripting for automation (Python)
- Understanding of API flows and upstream/downstream troubleshooting
What does the job entail?
- Liaise with Business & Production Support team for Identifying the gaps & issue resolution
- Adherence to issue resolution agreed TATs




- Be on top of any open issues and guide the team to troubleshoot and close it
- Establish a formal framework in the current production support team
- Maintain regular communication between production support team and business unit and ensure co-ordination for service requests
- Continuous Improvement - Identify areas for support automations & implement them
- Coordinate with Business & Auditors for any Audits
- Manage Production Support team for timely closures of service requests

Drive governance around support areas with Vendor
Work Experience

3-6 years
Essential Qualification

Bachelors
Preferred Skills
- Root cause Analysis
- Out of Box Thinker
- Problem Solving Skills
- Communication Skills
- Presentation Skills
- Analytical Skills
- Stakeholder Management

Team Management

📌 Deputy Manager (Mumbai)
🏢 HDFC Life
📍 Mumbai