Production Support Manager

GCB Grade 4

Location Hyderabad, India

Purpose of the Role Lead and manage a global 24x7 production support team for Managed File Transfer (MFT) platforms, ensuring high availability, reliability, and performance of critical file transfer services. Drive operational excellence, incident reduction, and continuous improvement while partnering with business and technology stakeholders.

Role Expectation
- 24x7 Operations & Service Stability: Own end-to-end production support for MFT platforms (e.g., IBM Sterling B2B Integrator, IBM Sterling Connect:Direct etc.). Ensure high availability, SLA adherence, and system resilience through data-led operational governance (availability, incident trends, MTTR, backlog health). Manage global shift model with clear handovers
- Team Leadership & People Management: Lead, mentor, and develop a high-performing 24x7 global team. Manage hiring, performance reviews, and career development using objective performance indicators (quality, responsiveness, knowledge contribution, automation adoption).



Ensure team readiness via training, SOPs, and runbooks with competency tracking and continuous feedback loops
- Incident & Problem Management: Lead resolution of P1/P2 incidents, ensuring minimal business impact. Drive RCA (Root Cause Analysis) and permanent fixes. Reduce repeat incidents through problem management and automation
- Change & Release Management: Govern production changes aligned with ITIL practices. Ensure risk assessment, testing validation, and rollback readiness using evidence-based risk scoring (change failure rate, historical defect patterns, service criticality). Represent MFT in Change Advisory Board and ensure safe deployments
- Stakeholder & Business Engagement: Act as primary contact for business, partners, and vendors. Provide status updates, incident communications, and service reporting with transparent KPIs and trend insights. Build strong relationships with upstream/downstream application tea

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