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 modern 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 management.
- Hands-on experience with tools like ServiceNow, JIRA.
- Valuable understanding of databases, APIs, and integrations.
- Exposure to cloud platforms such as Amazon Web Services and Microsoft Azure.
- Must have AI & Technical Capabilities
- Understanding of AI/ML concepts (supervised/unsupervised learning, anomaly detection).
- Experience with AIOps platforms (e.g., Dynatrace, Moogsoft, Splunk).
- Expertise in insurance platforms (like GC ), policy issuance systems, claims workflows, reinsurance & accounting.





- Knowledge of cloud platforms (AWS, Azure) and CI/CD tools (Jenkins, Ansible etc).

Ability to use AI for:

- Log analysis and incident prediction
- Automated ticket classification and routing
- Chatbots / virtual assistants for L1 support
- Basic scripting / programming (Python preferred for AI use cases).
- Familiarity with data analysis and visualization tools.
- Exposure to GenAI use cases (knowledge assistants, automated RCA summaries).

Preferred Skills

- ITIL certification
- BFSI / General Insurance domain experience
- Experience in large-scale digital platforms
- Exposure to RPA tools and workflow automation

Responsibilities

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 modern 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 management.
- Hands-on experience with tools like ServiceNow, JIRA.
- Good understanding of databases, APIs, and integrations.
- Exposure to cloud platforms such as Amazon Web Services and Microsoft Azure.
- Must have AI & Technical Capabilities
- Understanding of AI/ML concepts (supervised/unsupervised learning, anomaly detection).
- Experience with AIOps platforms (e.g., Dynatrace, Moogsoft, Splunk).
- Expertise in insurance platforms (like GC ), policy issuance systems, claims workflows, reinsurance & accounting.

- Knowledge of cloud platforms (AWS, Azure) and CI/CD tools (Jenkins, Ansible etc).

Ability to use AI for:

- Log analysis and incident prediction
- Automated ticket classification and routing
- Chatbots / virtual assistants for L1 support
- Basic scripting / programming (Python preferred for AI use cases).
- Familiarity with data analysis and visualization tools.
- Exposure to GenAI use cases (knowledge assistants, automated RCA summaries).

Preferred Skills

- ITIL certification
- BFSI / General Insurance domain experience
- Experience in large-scale digital platforms
- Exposure to RPA tools and workflow automation

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 management.
- Hands-on experience with tools like ServiceNow, JIRA.
- Good understanding of databases, APIs, and integrations.
- Exposure to cloud platforms such as Amazon Web Services and Microsoft Azure.
- Must have AI & Technical Capabilities
- Understanding of AI/ML concepts (supervised/unsupervised learning, anomaly detection).
- Experience with AIOps platforms (e.g., Dynatrace, Moogsoft, Splunk).
- Expertise in insurance platforms (like GC ), policy issuance systems, claims workflows, reinsurance & accounting.

- Knowledge of cloud platforms (AWS, Azure) and CI/CD tools (Jenkins, Ansible etc).

📌 Lead Application Production Support (India)
🏢 Recognized
📍 India