Job Description:

Monitor and manage production applications and services to ensure availability and performance.

Handle and coordinate L1/L2 production incidents, including troubleshooting and timely resolution.

Follow ITIL-based Incident, Problem, Change, and Service Request Management processes.

Own and drive Major Incident Management (MIM), including stakeholder communication and escalation.

Perform Root Cause Analysis (RCA) for recurring and critical production issues.

Coordinate with Development, Infrastructure, Database, Network, Cloud, and other technical teams for issue resolution.

Ensure production changes follow proper Change Management / CAB processes.

Maintain and review SLA, KPI, and operational metrics.

Identify recurring issues and drive Problem Management and continuous improvement initiatives.

Prepare and maintain operational documentation, SOPs, runbooks, and knowledge articles.

Participate in 24x7/on-call support as required.

Support production deployments and post-deployment validation.

Ensure compliance with organizational ITSM policies and controls.

Provide regular status updates to business stakeholders and management during critical incidents.

📌 Production Support (Gurugram)
🏢 Acme Services
📍 Gurugram